IT Service Management Demand and Portfolio Specialist - C12 - HEREDIA

The IT Service Management Demand and Portfolio Specialist is a key member of the IT Service Management Office and operates the end-to-end lifecycle for all enhancements to our ServiceNow-supported ITSM processes.  As an IT Service Management Demand and Portfolio Specialist, you will help create, develop, and be accountable for both short, medium, and long-term continuous improvement strategy for IT Service Management at Citi.  Working with ITSM process owners, operational execution/delivery owners, along with customers and stakeholders, you will develop and operate a continual service improvement roadmap across process, technology, and people while supporting ongoing audit, risk, and compliance needs. 

Responsibilities:

• Serve as the single point of entry for new ITSM process enhancement requests.
• Collaborate with senior stakeholders and individual process owners to clarify scope, value, technical feasibility, and control implications of enhancement requests.
• Route demand to the appropriate process teams and track ownership and progress at every step.
• Facilitate and manage reviews of horizontal enhancement requests that impact multiple individual processes.
• Prepare agenda packages and decision-making material for governance and demand review boards.
• Present demand items, articulate benefits, risk, requirements, and recommended priority / disposition.
• Provide transparent, cadence-based reporting to process owners, development teams, release managers, and management.
• Publish dashboards and scorecards tracking demand, aging, value realization, and governance adherence.
• Identify systemic issues in the intake and delivery pipeline; recommend process optimizations, automation opportunities, and standard templates. 
• Ensure new demand complies with enterprise risk, audit, and control frameworks.
• Manage the ITSM resource center with information, documents, processes, and artifacts related to the IT Service Management processes

Qualifications:

• ITIL v4 Foundation certification
• 5+ years in IT Service Management as a Business Analyst or Product Portfolio Management with at least 3 years hand-on ServiceNow experience.
• Deep understanding of ITIL v4 practices across Incident, Problem, Change, Knowledge, and Request Management and familiarity with reporting/metrics design.
• Demonstrated success running demand or portfolio boards, prioritization workshops, or steering committees.
• Ability to build business cases, quantify ROI, and translate technical concepts for senior stakeholders.
• Knowledge of large enterprise controls (SOX, ISO) and audit remediation
• Experience scaling ITSM processes for global organizations
• SharePoint designer / design experience
• ServiceNow CIS-ITSM or PMP/PMI-ACP a plus

Education:

• Bachelor’s degree in information systems, Computer Science, or related field or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

------------------------------------------------------

Job Family Group:

------------------------------------------------------

Job Family:

------------------------------------------------------

Time Type:

------------------------------------------------------

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.