IT Service Management Demand and Portfolio Specialist, Citi

Citi

Location:
Costa Rica, Heredia

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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.

Job Responsibility:

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

Requirements:

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

Nice to have:

ServiceNow CIS-ITSM or PMP/PMI-ACP

Additional Information:

Job Posted:
May 13, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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IT Service Management Demand and Portfolio Specialist