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IT Service Management Analyst Bonus Eligible Honolulu, HI,
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
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
Supports ITSM continuous improvement initiatives and implement
enhancements based on clearly defined metrics and associated
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
Keeps current with the latest vendor updates, expansion
opportunities, and technology directions, utilized in our
Four-year college degree majoring in Technology or related
field. Or 4 years of related work experience in IT Audit or
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
Understanding of supporting ITIL processes.
Ability to manage, prioritize, and effectively execute multiple
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
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
Professional Certifications, Licenses, And/or Registration
ITIL Certification (or must be obtained within 12 months of
Valid US Driver’s license and access to transportation for
off-site business meetings