Itsm Sr. Lead Demand Analyst

About this role:

Wells Fargo is seeking an ITSM Sr. Lead Demand Analyst who will support the ITSM Product Manager in identifying and capturing demand from various sources. Demand originates from analysis of end user feedback, usability studies, internally defined objectives and themes, partner strategic initiatives, investment planning, policy/control owners, corrective actions, platform support organizations, technical debt and other emerging channels.

This experienced analyst with deep ITSM knowledge will translate partner needs into clear but compact demand statements describing ITSM use cases with business justifications and customer persona impacts. This analyst will also investigate user feedback from multiple sources to identify patterns of user experience opportunities and convert them into demand.

In this role, you will:

• Elicit business need and investment justification from partners who require high touch engagement to convey demand

• Oversee and operate multiple moderate touch engagement channels for routine requests and low priority demand

• Partner with ITSM's communications and usability analysts to understand end user feedback, suggestions and ideas

• Participate in consumer interviews and feedback collection

• Translate and aggregate user feedback, suggestions and ideas into demand statements with clear business need

• Identify demand and ideas that overlap the existing feature backlog, to avoid duplicating demand

• Understand and be able to communicate ITSM's purpose, objectives and strategy to partners and end users

• Map demand to ITSM objectives to provide initial prioritization

• Understand the purpose and strategy of key partners, to ensure smooth transfer of ideas and feedback targeted to the wrong product

• Analyze consumer usage to assist an ITSM product owner in developing roadmaps and strategies

• Respond to partner and end user inquiries about plans, demand delivery and recent/upcoming releases

• Perform related work as assigned

Required Qualifications, US:

• 7+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 5+ years of experience supporting ITSM products and processes

Desired Qualifications:

• Experience building justification to support business recommendations

• Strong analytical and interpretive skills

• Excellent verbal, written, and interpersonal communication skills

• Ability to be proactive, innovative and creative in meeting customer and enterprise needs

• Ability to exercise independent judgment

• Knowledge of product analytics or product market research

Job Expectations:

• Willingness to work on-site at stated location in the job opening

• This position is not eligible for Visa sponsorship

• Ability to travel up to 10% of the time

Posting End Date:

11 Apr 2024

• Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

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