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IT Service Management Analyst

Company: American Savings Bank
Location: Honolulu
Posted on: September 17, 2020

Job Description:

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

IT Service Management Analyst Bonus Eligible Honolulu, HI, US

30+ days ago Requisition ID: 1449

About American Savings Bank

American Savings Bank (ASB) has been serving Hawaii’s businesses and communities since 1925 and currently provides a full range of financial products and services, including business and consumer banking, home loans, insurance and investments. ASB is one of Hawaii’s leading financial institutions, with e-banking services and branch locations throughout the state offering evening, weekend and holiday hours. ASB provides Hawaii’s consumers and businesses with more extended weekday and weekend hours than other similarly sized local banks, as well as convenient in-store branches. ASB was the first Hawaii bank to introduce remote-deposit capture with a mobile banking application.

ASB matches its exceptional customer experience with an employee experience that has garnered local and national awards. ASB has been recognized locally as one of the “Best Places to Work” by Hawaii Business Magazine for 11 consecutive years and honored nationally as one of the “Best Banks to Work For” by American Banker Magazine. Fortune Magazine has recognized ASB as one of the 100 Best Workplaces for Women and 50 Best Workplaces for Diversity. For more than 95 years, ASB has been helping build strong communities. Through its Seeds of Service program, ASB teammates have contributed more than 63,000 hours of volunteer service, and ASB has donated millions of dollars to Hawaii’s nonprofits and community organizations. For more information, visit https://www.asbhawaii.com/ or follow American Savings Bank on Facebook, Instagram and LinkedIn.

Primary Purpose Of Job

Implements strategic IT Service Management (ITSM) improvement plans across people, processes, and technology. Ensures Service Asset and Configuration Management (SACM) processes & Configuration Management Database (CMDB) effectiveness, facilitates change management process & tool design, and drives the identification of Critical Success Factors and KPI’s to measure ITSM improvement.

Major Job Accountabilities

Supports root cause investigations and establishes problem management processes in conjunction with a continuous improvement process to prevent incidents from repeating.

Establishes service asset and configuration management processes and tools to input CI's, maintains CMDB to established quality standards, implements automation and discovery tools to ensure CI/CMDB quality.

Conducts CMDB audits to ensure CI quality, and works with service & application owners to coordinate and facilitate CMDB integrations, structure, inputs and outputs.

Defines and leads ITSM process improvement (short and long term) roadmaps to align the Technology Division to facilitate business outcomes.

Supports ITSM continuous improvement initiatives and implement enhancements based on clearly defined metrics and associated KPI's.

Partners with technology teams to define, integrate and improve overall IT Service Management including incident, problem, change, release, request and Service Level Management

Defines, develops, documents, and implements the Service Level Management process & procedures and drives effective implementation and management of SLM.

Serves as key contributor regarding the proper use and ongoing development of the ITSM ticketing system.

Ensures Technology service catalogs are maintained and relevant.

Keeps current with the latest vendor updates, expansion opportunities, and technology directions, utilized in our environment.

Education Requirements

Four-year college degree majoring in Technology or related field. Or 4 years of related work experience in IT Audit or Business/Risk Management.

Experience Required

Two (2) to four (4) years of work experience in Enterprise IT organization with at least 2 years in IT Service Management

Two (2) to four (4) years of work experience in IT Support experience for a bank or financial services firm is preferred

Required Skills Or Training

Experience supporting ITSM initiatives and maturing SACM and CMDP.

Understanding of supporting ITIL processes.

Ability to manage, prioritize, and effectively execute multiple high-priority projects.

Professionalism with an emphasis on customer service.

Strong leadership and teamwork skills, including the ability to establish and sustain successful working relationships with senior management, business owners, project management, and technology.

Able to make recommendations for solving complex project and business problems by using independent judgment to identify and analyze situations, establish responsive objectives and actions, and apply objective project assessment.

Excellent verbal, written, listening and presentation skills to effectively communicate with all levels of the organization and with consultants.

Professional Certifications, Licenses, And/or Registration Requirements

ITIL Certification (or must be obtained within 12 months of hire)

Valid US Driver’s license and access to transportation for off-site business meetings

Keywords: American Savings Bank, Honolulu , IT Service Management Analyst, Other , Honolulu, Hawaii

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