Sr.ITSM Analyst

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Title : Sr. ITSM Analyst

Location : Onsite - Phoenix, AZ

Duration : Contract

Job Description :

This ITSM (Information Technology Service Management)

Analyst role ensures that standardized methods, processes and procedures facilitate efficient and prompt tracking of our comprehensive IT Service Management program. The role works closely with multiple IT teams to create, maintain and manage our core, ITIL based services under the appropriate technical and regulatory controls. Manages the automation and continuous improvement program for one or more of the core ITSM practices, The role will have particular practice focus on Incident Management and / or Problem Management but other practice areas include: Chang management, Release Management, Asset Management, Configuration Management, and Knowledge management. The role identifies opportunities to improve the day-to-day operations and efficiency of the IT organization.

• Oversight and support of one or more of our core ITSM practices (Incident Management / Problem Management). They will define, execute and coordinate the appropriate process activities across IT, and with external third parties, in adherence to WAB requirements.

• Creates and develops company policies, standards, and procedures for ITSM and provides consultation to the other ITSM practices. This may include an annual review and approval of policies and procedures by the appropriate management and board committees.

• Supports the entire ITSM team with general Technical Writing assistance; content organization, document creation, formatting, and best practices.

• Responsible for managing escalations within their managed practice, including providing reporting and feedback to bank leaders and all risk or oversight committees. Uses discretion in identifying and responding to complex issues and assignments

• Creates and provides periodic Management Reporting (KPIs & SLAs) relating to ITSM as part of the IT Governance function, including goal metrics that are specific, measurable, attainable, realistic, and time-bound.

• Drives and implements Service Management best practices for all related processes, including evaluating and implementing improvements to enhance performance (throughput), vulnerability management (security), efficiency (cost), and effectiveness (quality).

• Facilitates and coordinates the practice-related meetings to assure adherence to approved policies and procedures; including but not limited to scheduling, coordinating, communicating, and maintaining appropriate minutes, documentation, etc.

• Responsible for developing and delivering training and guidance for the ITSM-managed practices with stakeholders, based on their roles and responsibilities.

•Perform range of work, sometimes complex and non routine, in a variety of environments

•Supports internal and external audit requests for ITSM and related processes

Skills :

• • Minimum 5 years of experience managing and using one or more of the ITSM practices (Incident Management, P Management, Change Management, Release Management).

• • Minimum 5 years of general Information Technology related experience, including experience with core IT skills; i.e. PowerShell Scripting, Python, and SQL development.

• • Working knowledge of IT control frameworks such as ITIL V4, COBIT, or ISO 9000:2000 (ITIL v3 or v4 certification is not required, but is a plus).

• • University degree in IT or other technical discipline or equivalent in years of progressive experience in enterprise-l environments.

• • Strong influencing and relationship management skills.

• • Ability to manage multiple high-priority efforts / competing priorities and flexibility to adjust to changing requirements, schedules, and priorities.

• • Self-driven and resourceful to achieve goals independently as well as work well in groups.

• • Ability to quickly adapt to new technologies and changing business requirements.

• • Strong verbal and written communication skills.