Analyst, Service Management
MTV, Viacom - Franklin, TN

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The Service Management Analyst is responsible maintaining online knowledge management database that includes key financial policies, standard operating procedures (SOPs) and training materials for Viacom Media Networks.

  • Serve as Administrator for PowerUp– the policies and procedures online portal for Viacom Media Networks
  • Grant access to specified content for authorized users
  • Upload new and revised content in accordance with change control procedures
  • Monitor functionality of portal and recommend improvements and enhancements
  • Coordinate with GPO’s to regularly review and SOP’s, Policies & Training
  • Track SAP modifications to determine appropriate updates are made to content
  • Respond to feedback from PowerUp users and recommend appropriate revisions to content
  • Serve as Administrator for UPK – the training documentation related to SAP and the Market processes
  • Create new and revise existing user application scenarios , job aids and training guides
  • Publishing packages to the server
  • Participate in localizing Portal content for international markets
  • Assist in reporting and analysis of SLAs and Key Metrics
  • Develop as a BI Subject Matter Expert to assist in the reporting of key metrics
  • Conduct online or classroom training sessions if needed
  • Coordinate communications to other Finance and IT&S departments regarding Service Management related topics
Basic Qualifications:
  • Technically adept with aptitude for Business Intelligence reporting with SAP
  • Knowledge of Excel and Powerpoint
  • Excellent written communication skills
  • Metric and/or Report writing experience
Desired Qualifications:
  • Experience with SharePoints a plus
  • Experience with UPK a plus
  • Strong organizational and analytical skills
  • Ability to communicate effectively with individuals throughout the company in various disciplines
  • Ability to operate in a fast-paced business environment
  • Delivers on commitments
  • Desire and willingness to learn new skills
  • Self-motivated with a positive professional disposition
  • Bachelor's Degree (or comparable experience) in Business, Accounting, Project Management, Information Technology or Organizational Management