Country   1

United States of America State / County   1

Ohio City   1

Bedford Heights Division   1

Metals

Company   1

SMC Division Function   1

Information Technology Workplace Type   1

Hybrid Position type   1

Full Time

Opportunity ID

10455 Company Profile   1

With more than 120 operations and approximately 20,000 employees worldwide, Precision Castparts Corp. is the market leader in manufacturing large, complex structural investment castings, airfoil castings, forged components, aerostructures and highly engineered, critical fasteners for aerospace applications. In addition, we are the leading producer of airfoil castings for the industrial gas turbine market. We also manufacture extruded seamless pipe, fittings, and forgings for power generation and oil & gas applications; commercial and military airframe aerostructures; and metal alloys and other materials for the casting and forging industries. With such critical applications, we insist on quality and dependability - not just in the materials and products we make, but in the people we recruit. PCC is relentless in its dedication to being a high-quality, low-cost and on-time producer; delivering the highest value to its customers while continually pursuing strategic, profitable growth. In 2016, Berkshire Hathaway, led by Chairman and CEO Warren E. Buffett, acquired Precision Castparts Corp. Job Description   1

SUMMARY The End User Services Architect is responsible for planning, definition, development, reporting, coordination, and supervision of all activities related to the end-user ITIL services. This individual is also responsible for developing, documenting, training, and maintaining the service catalogue for the organization and its implementation in the ITSM system of record. The key activities include documenting standard processes and services, review, continuous improvement, and training of the delivery team to ensure consistent service delivery across all divisions in Metals and Energy groups. Key to success for end-user services architect will be use of data and analytics to make informed decisions about the service introduction, improvements, and standardization. Development of extensive analytics, reporting and dashboarding for end-user services will be foundational in order to communicate to the delivery team, IT and Business management and to end-user communities. ESSENTIAL FUNCTIONS Design and implementation of service catalog items for the Metals and Energy divisions, leveraging ITIL best practices and automation where appropriate. Produce, maintain, and manage the service catalog requirements and workflows in the service delivery system (currently Cherwell.) Update the service catalog with details of new or changed services. Monitor and report on quality-of-service delivery to improve end-user satisfaction during fulfillment of service requests. Create and manage escalation procedures and ensures service levels are maintained. Track trending issues and formulates recommendations for management to mitigate recurring issues. Take corrective action based on customer feedback or dissatisfaction; ensure similar scenarios of dissatisfaction do not re-occur. Identify service opportunities that can be automated, liaison with applications development and platform team for automation implementation. Provide input for technology requirements relating to or impacting the service catalog and/or requests from division-based projects. Provide daily analytics and tracking of ticket management and key problem management. Develop and manage standardized communications for all division support and site person