Sr Project Lead IT Help Chain in Pittsburgh, PA at Arconic

Date Posted: 1/9/2020

Job Snapshot

  • Employee Type:
  • Location:
    201 Isabella Street
    Pittsburgh, PA
  • Job Type:
  • Experience:
    At least 5 year(s)
  • Date Posted:

Job Description

Arconic (NYSE: ARNC) creates breakthrough products that shape industries. Working in close partnership with our customers, we solve complex engineering challenges to transform the way we fly, drive, build and power. Through the ingenuity of our people and cutting-edge advanced manufacturing techniques, we deliver these products at a quality and efficiency that ensure customer success and shareholder value.
In the first half of 2020 Arconic will separate into two stand-alone industry-leading public companies.  Each will have significant global reach.  To learn more about this exciting transformation, visit our website.
Arconic is currently searching for a Sr. Project Lead for the IT Help Chain.  The primary purpose of this role is to ensure the operational delivery of end-to-end IT Help Chain support services that meet Arconic customer expectations and to strategically drive help chain optimization.
This role has responsibility for aligning with non supplier managed service desks in China and managed service desks in South America, North America, Australia and Europe on global initiatives and strategic service delivery direction.
This position is responsible for continuous improvement of service delivery processes that span the entire end-to-end IT Help Chain. The involvement of this role spans across our IT vendors and all business and corporate IT professionals.  The IT Help Chain Sr. Project Lead leads large scale projects that involve global participation.

The Incumbent will: 
  • Be the Sr. Project Lead to further deploy ServiceNow to its full potential
  • Create ServiceNow Release Management Processes and Procedures
  • Be the overall Change Control Agent for Applications, Infrastructure, Service Management and Security
  • Ensure Level 1 third party service provider vendor is meeting or exceeding contractual obligations globally
  • Deliver innovation and process recommendations, focusing on global alignment and operational improvements
  • Be the overall Single Point of Accountability and decision maker for Global Help Chain
  • Lead large scale service delivery projects that support the strategic direction of the IT Help Chain
  • Be the Business Process Owner for tools such as FastPass and ServiceNow
  • Create positive customer relationships by proactively managing customer interactions using tact, courtesy, patience and diplomacy
  • Be key contact and knowledge expert on the end-to-end Help Chain
  • Manage and maintain Help Chain policies
  • Interact with Executive Productivity users and team that manages Executive Productivity


Basic qualifications:
  • Bachelor’s Degree from an accredited university
  • Minimum of 5 years’ experience working in Information Technology
  • Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position
Preferred Qualifications:
  • Bachelor’s Degree in Computer Science, Business or Math from an accredited institution
  • Working knowledge of customer service principles and practices
  • Project Management experience, PMP preferred
  • Strong background in customer service orientation, execution and delivery
  • Exceptional communication skills including written, verbal, and listening skills
  • Operations experience with companywide