Information Technology Analyst

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JOB FUNCTION / SUMMARY:

The person in this job is a ServiceNow administrator and application Owner. This position is responsible for gathering business requirements and development activities to code, test and deploy new business applications as needed; Maintains and executes the Bank’s Incident and request management data quality programs; Leads daily Service Management Meetings, monitors Incidents overdue or approaching the Service Level Agreement (SLA).

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Administrates ServiceNow, requesting cloning of systems, assisting with and complete new designs/upgrades, and other administrative duties associated with ServiceNow, including identifying and recommending ServiceNow capabilities that can be extended to support IT effort of continual service improvement.
• Develops new applications on the ServiceNow Platform using Javascript, Powershell, Jelly, HTML, CSS, XML.
• Leads requirements gathering and business process review meetings and develops detailed design documents for new custom products.
• Leads daily Service Management Meetings, monitors incident SLAs, and performs other related duties associated with Service Management.
• Maintains and executes the Bank's incident and request management data quality program and maintains the Continuous Improvement Program for IT Production Services.
• Maintains and executes the Bank’s ITIL aligned Problem Management program.
• Serves as IT liaison for prioritization and classification of work effort associated with Problems.
• Maintains and executes the Continuous Improvement program, the IT Customer Survey program and the Business Process Management program for IT Production Services.
• Through trend analysis, increases software stability and lowers technical support calls.
• Monitors and streamlines IT business process to ensure effective and efficient IT operations.
• Monitors each of the processes (Change, Incident, Problem, Request, etc.) and facilitates service improvements as needed in coordination with the process owner.
• Ensures that major processes are fully integrated and that their relationships remain integrated as other processes are added/changed.
• Performs all other duties and special projects as assigned.
• Incumbent is required to comply with all applicable federal, state, and local banking and industry related laws and regulations including but not limited to the Bank Secrecy Act.
  
  

SUPERVISORY RESPONSIBILITIES:

None

MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:

• Bachelor’s degree
• 2-3 years of experience – Banking Experience preferred
• 1 -2 years’ experience – ServiceNow Administrator strongly desired
• A combination of education and experience is acceptable
• ITIL certification is preferred
• Extensive knowledge of Microsoft Office products including Microsoft Word, Excel, Access and PowerPoint and Outlook email program
• Knowledge Microsoft software
• Excellent organizational skills
• Self-motivated
• Ability to work independently
• Maintain high level of credibility
  
  

ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:

• Ability to work under stress and meet deadlines
• Ability to travel
• Ability to lift/move/carry approximately 25 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.
  
  

Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.