Company Description
Ent Credit Union exists to improve the financial quality of life of the people
we serve. This mission drives us every day, but we are more than our
mission. We're also individuals using our unique abilities to make our
organization, and the communities we serve, better than they were
yesterday. We're a not-for-profit that puts people above profits and
actively invests in our community. Our rapidly growing team is expanding our
reach to serve more people throughout Colorado. To spread our mission far and
wide, we need people like you. If you're interested in a paycheck with a
purpose, apply with us today. Our people make the difference, and we truly
believe you are our greatest asset.
Job Description
The IT Service Management (ITSM) Process Owner provides the IT
organization with oversight, guidance and execution of the Incident, Major
Incident, Change and Problem processes following the ITIL framework. This
will be accomplished by partnering with the ITSM Manager, and IT leadership
to implement and manage best practices, process, standards, and policies
within the ITSM Platform (ServiceNow). The ITSM Process Owner has an
advanced understanding of ITIL Incident Management, Change Management,
Problem Management, and Major Incident Management as well as the
methodologies and techniques needed to guide an organization to the successful
establishment of Key Process Indicators (KPIs) and overarching goals of IT
Operations. This position will assist in the establishment of strategic
priorities and ITSM initiatives, while acting as the advocate for these
processes and their continual improvement.
Essential Functions
Monitor, operate, and update the Incident, Major Incident, Problem,
and Change Processes within the ITSM Platform (ServiceNow).
Provides technical support and problem resolution for customer inquiries
regarding the new and existing data analytics, policy, process,
standards, and best practices related to the above processes.
Develops partnerships with the consumers (IT and Business leadership) of
ITSM data to understand business needs. Trains and mentors on provided reports
and dashboards, policy, process, standards, and best practices.
Runs the Major Incident response process and subsequent Problem study follow
up.
Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and
procedures, and regulations pertaining to the Bank Secrecy Act.
Qualifications
Minimum Formal Qualifications for this Position
Bachelor's Degree in Computer Science, Data Analytics, Business
Management, Accounting, Finance, Process Improvement or similar field of
study.
4+ Years' combined experience in Incident Management, Problem
Management, Change Management and/or Service Desk in an IT operations,
managed services, or service delivery environment.
2+ Years experience with ServiceNow ITSM Pref
Each year of relevant work experience may be exchanged for a year in a
relevant degree program or vice versa. For example, a requirement of a
bachelor's degree in accounting and 2+ years of account experience could
be substituted for a high school diploma and 6 years of relevant accounting
work experience or a master's degree in accounting and 0 years of work
experien
Technical or Specialized Knowledge/Skills:
ITSM
Advanced Understanding of ITIL and ITSM fundamentals with an expertise in
Incident Management, Problem Management, Change Management.
Experience with implementing and Managing ITSM or ITIL processes.
Experience working with a CMDB.
Experience with continuous improvement methods.
Experience with developing and delivering training on process, standards,
and policy.
Understanding of IT organizations especially service desk or service delivery.
(preferred) ServiceNow Platform experience.
Other skills: Must be comfortable working in highly collaborative
environments. Must be able to conduct presentations in group settings in a
professional and courteous manner. Must be able to learn new and emerging
concepts very quickly. (preferred) Experience with Scrum and Kanban
development
Certifications Required:
Information Technology Infrastructure Library (ITIL) 3 or 4 Certification
within 180 Days required
Environmental, Physical and Psychological Requirements
Standing - Occasionally
Walking - Occasionally
Sitting - Frequently
Lifting - Rarely (40 Lbs)
Carrying - Rarely
Pushing - Rarely
Pulling - Rarely
Balancing - Rarely
Stooping - Rarely
Kneeling - Rarely
Crouching - Rarely
Crawling - Rarely
Reaching - Occasionally
Handling - Occasionally
Grasping - Occasionally
Feeling - Occasionally
Talking - Frequently