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, operating the end-to-end lifecycle for all enhancements to our ServiceNow-supported ITSM processes.

Requirements

• 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.
• 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
• 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

Benefits

• Citi is an equal opportunity employer