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ITIL Analyst

Chester, , United Kingdom

Job Description:

Job Title: ITIL Analyst

Corporate Title: Vice President

Location: Chester

Overview of the Role:

  • Liaise with customers and stakeholders to ensure service is restored in a timely manner.
  • Understand the controls and supporting applications/technologies to adequately represent the customers during an incident or event.
  • Build relationships with stakeholders and supporting system owners.
  • Clear and concise communication to stakeholders at all levels of the organization throughout the lifecycle of the incident.
  • Perform thematic analysis to identify repeat incidents and drive to remediation.
  • Basic technical understanding around supporting technologies in order to perform L1 activities hence assisting with early detection and escalation.
  • Perform continual improvement on process to ensure customer satisfaction with service being provided.

Overview of the Team:

This is an excellent opportunity to be a key individual contributor, responsible for the restoration of incidents, post problem reviews and change management activities across our GIS applications.

Just as important as your role experience will be your ability to connect and work with people. A positive team atmosphere is very important to us so we are looking for people who can collaborate well. The role involves interaction with Business stakeholders as well as other Technical teams globally across the company, so we are looking for excellent relationship building and communication skills.

Core Skills:

Applicants must have understanding of the incident and problem management frameworks, knowledge of software development and troubleshooting skills along with a breadth of knowledge and expertise across IT operations. Specific expertise should include:

  • ITIL knowledge, COBIT, SharePoint, BMC Remedy, Micro Strategy, Tableau, Advanced Excel preferred.
  • Has demonstrated the ability to effectively coordinate and work with cross-functional and international work teams.
  • Ability to facilitate planning meetings, reviews and retrospectives.
  • Excellent communication, negotiation, persuasion and presentation skills.
  • Strong customer focus.
  • Ability to make decisions independently.
  • Exceptional leadership, people, organizational and planning skills.
  • Excellent reporting and data analysis skills.
  • Linux and/or Windows skills a plus.
  • Proven record of process creation and improvement.

Applicants should also possess the following skills and experience:

  • 5-8 years breadth of exposure to operations production and technology environment and/or various LOB environments within the financial services.
  • Reasonable depth of exposure/understanding of Incident Management and Problem Management processes and best practices.
  • Strong organizational skills.
  • Exceptional ability to remain calm under stress.
  • Excellent team skills, both as a leader and as a team player.
  • Excellent communication skills, especially related to facilitation, documentation and reporting.
  • Highly developed relationship management, influencing and leadership skills.

Bank of America:

Every day, across the globe, our employees bring a commitment to our purpose and to driving responsible growth by living our values: deliver together, act responsibly, realize the power of our people and trust the team. A key aspect of driving responsible growth is doing so in a sustainable manner, a critical pillar of which is being a great place to work for our teammates.

In line with these values, in EMEA we have 9 Employee Networks, a wide range of Sports & Social clubs, and other development and networking opportunities so that you can enjoy a range of experiences and connect with colleagues across the bank. We also offer exclusive discounts to some of the most iconic cultural experiences for you to enjoy in your spare time outside of work. Learn more about our benefits here.

Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer, and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnic or national origins, age, sexual orientation, socio-economic background, responsibilities for dependants, physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements. As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

Job Band:

H5

Shift: 

Hours Per Week:

35

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Job Title: ITIL Analyst

Corporate Title: Vice President

Location: Chester

Overview of the Role:

  • Liaise with customers and stakeholders to ensure service is restored in a timely manner.
  • Understand the controls and supporting applications/technologies to adequately represent the customers during an incident or event.
  • Build relationships with stakeholders and supporting system owners.
  • Clear and concise communication to stakeholders at all levels of the organization throughout the lifecycle of the incident.
  • Perform thematic analysis to identify repeat incidents and drive to remediation.
  • Basic technical understanding around supporting technologies in order to perform L1 activities hence assisting with early detection and escalation.
  • Perform continual improvement on process to ensure customer satisfaction with service being provided.

Overview of the Team:

This is an excellent opportunity to be a key individual contributor, responsible for the restoration of incidents, post problem reviews and change management activities across our GIS applications.

Just as important as your role experience will be your ability to connect and work with people. A positive team atmosphere is very important to us so we are looking for people who can collaborate well. The role involves interaction with Business stakeholders as well as other Technical teams globally across the company, so we are looking for excellent relationship building and communication skills.

Core Skills:

Applicants must have understanding of the incident and problem management frameworks, knowledge of software development and troubleshooting skills along with a breadth of knowledge and expertise across IT operations. Specific expertise should include:

  • ITIL knowledge, COBIT, SharePoint, BMC Remedy, Micro Strategy, Tableau, Advanced Excel preferred.
  • Has demonstrated the ability to effectively coordinate and work with cross-functional and international work teams.
  • Ability to facilitate planning meetings, reviews and retrospectives.
  • Excellent communication, negotiation, persuasion and presentation skills.
  • Strong customer focus.
  • Ability to make decisions independently.
  • Exceptional leadership, people, organizational and planning skills.
  • Excellent reporting and data analysis skills.
  • Linux and/or Windows skills a plus.
  • Proven record of process creation and improvement.

Applicants should also possess the following skills and experience:

  • 5-8 years breadth of exposure to operations production and technology environment and/or various LOB environments within the financial services.
  • Reasonable depth of exposure/understanding of Incident Management and Problem Management processes and best practices.
  • Strong organizational skills.
  • Exceptional ability to remain calm under stress.
  • Excellent team skills, both as a leader and as a team player.
  • Excellent communication skills, especially related to facilitation, documentation and reporting.
  • Highly developed relationship management, influencing and leadership skills.

Bank of America:

Every day, across the globe, our employees bring a commitment to our purpose and to driving responsible growth by living our values: deliver together, act responsibly, realize the power of our people and trust the team. A key aspect of driving responsible growth is doing so in a sustainable manner, a critical pillar of which is being a great place to work for our teammates.

In line with these values, in EMEA we have 9 Employee Networks, a wide range of Sports & Social clubs, and other development and networking opportunities so that you can enjoy a range of experiences and connect with colleagues across the bank. We also offer exclusive discounts to some of the most iconic cultural experiences for you to enjoy in your spare time outside of work. Learn more about our benefits here.

Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer, and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnic or national origins, age, sexual orientation, socio-economic background, responsibilities for dependants, physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements. As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

Learn more about this role

Full time

JR-21050904

Band: H5

Manages People:

Manager:

Talent Acquisition Contact:

Craig Roche

Referral Bonus:

0

Street Address

Primary Location:
Herons Way, Chester, CH4 9FE