Sr Business Services Specialist - 90241408 - Wilmington

Date: Nov 10, 2021

Location: Wilmington, DE, US, 19801

Company: Amtrak

Your success is a train ride away.

Amtrak connects businesses and communities across the country and we move America’s workforce toward the future. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority and the success of our railroad is the result of our employees.

Are you ready to join our team?



The Sr. Business Services Specialist (IT Resource Utilization) works with business partners (IT) to align technology solutions and/or processes with Information Technology and business strategies.  Specifically, this position will provide overall governance, guidance and execution to the IT onboarding and off- boarding processes of employees and contractors, and ensure that current resource management initiatives and process are in alignment with IT Strategy (Organization and Operating Model).  This position requires constant communication and coordination with all levels of IT management. The role is expected to be a subject matter expert in HR policies, procedures, guidelines and processes to reassure IT managers follow them for quick and seamless turnaround/execution of the IT related activities in the hiring process.This position will demonstrate an informed knowledge within the resource management/utilization function to resolve problems and assist with improvement of processes, on an ongoing basis. It supports several moderately complex business processes. Serves as a project team member. 




• Responsible for assisting in the governance of IT Resource Utilization and Resource Management disciplines.
• Serves as process specialist for onboarding and off-boarding activities relying on deep resource management experience to ensure that implemented processes are followed in accordance with IT Strategy (ie. Organization and Operating model) and HR policies, procedures, guidelines and processes.  Primary role will be to execute and monitor processes to ensure all hand-offs within the process are executed effectively and efficiently in coordination with HR (ie. Talent Acquisition, Compensation, and HR Business Partner).
• Create training and communication material for resource management and onboarding/off-boarding process initiatives. Work in conjunction with the IT Communications and IT process improvement teams. Train hiring managers a needed.
• Establishes liaison relationship with HR, Finance and IT departments in order to provide input and recommendation to process improvement activities. This role will serve as direct interface with Human Resources Business Partner, Talent Acquisition and Compensation teams providing resource subject matter knowledge, support, and execution.
• Promotes an understanding of IT Resource Management roles, processes, and activities to business units and IT departments. Supports and participates in formal reporting to IT Leadership.
• Participates in planning and execution activities related to organizational changes and projects. Assist with development and implementation of process improvement and organizational change management within functional areas. 
• Assesses process improvements needs utilizing a structured requirements process (gathering, analyzing, documenting, and managing changes) to assist in identifying priorities and advises on options.
• Development of user manuals and knowledge databases and assist in user training.
• Investigates, resolves and escalates problems. Creates, monitors and analyzes resource metrics to ensure customer satisfaction
• Provides support services to internal customers by performing important administrative activities in the areas of organizational alignments, job creation and posting, system access changes (SAP and EPM requests), etc.
• Must be able to quickly learn the overall IT organization structure and operating models.
• Must be able to handle sensitive and confidential workflow situations (involving Employee information)
• May create adhoc and consistent resource reporting for use by Hiring Managers
• Supports schedule task inputs and resource leveling activities as necessary and lines up resource allocations with IT Operating Model's strategic direction 
• Controls the master resource database of employees and contractors. Ensures accurate organizational charts and data integrity on daily basis.
• May act as the site lead for the IT organization to interact with the Real Estate on facilities related issues.




• Bachelor’s Degree OR equivalent combination of training, education and relevant experience may be considered in lieu of a degree.
• 5+ years of relevant experience
• Working knowledge within IT Service Mangement/Business Services, Finance, or Resource Management functions. 
• Must possess excellent customer service, strong communication and interpersonal skills, work well with others in an integrated team environment, and must be self-motivated.
• Strong analytical skills
• Maintain Confidentiality



• Experience with development and reporting towards KPI's and knowledge of industry best practice/industry benchmarks.
• ITIL or other applicable certifications

Must have excellent oral and written communication skills.

Requisition ID:74576
Posting Location(s):Delaware
Job Family/Function:Information Technology 
Relocation Offered:No 
Travel Requirements:Up to 25% 

Amtrak employees power our progress through their performance.

We want your work at Amtrak to be more than a job – we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family and a high performance culture that recognizes and values your contributions and helps you reach your career goals.

All positions require pre-employment background check verification, a pre-employment drug screen and proof of full vaccination against COVID -19. Amtrak is committed to a safe workplace free of drugs and alcohol and performs pre-employment substance abuse testing. Marijuana, notwithstanding any statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use.  Candidates who engage in the usage of marijuana will not be qualified for hire.   Successful applicants for employment with Amtrak must be fully vaccinated against COVID-19 by the date of hire as a condition of employment, subject to requests for accommodation.  Fully vaccinated means 14 days have elapsed since receiving the second dose of the Pfizer or Moderna vaccine or 14 days since receiving the Johnson & Johnson vaccine.

In accordance with DOT regulations (49 CFR § 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions.

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

Amtrak is an EOE/Affirmative Action Minority/Female employer, and we welcome all to apply. We consider candidates regardless of race/color, religion, sex (including pregnancy, childbirth and related conditions), national origin/ethnicity, age, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law.

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