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Process Architect - Core Technology Infrastructure

Charlotte, North Carolina

Job Description:

The Service Asset and Configuration Management (SACM) team is responsible to ensure the assets (hardware/software) required to deliver services are properly controlled, and that accurate and reliable information about those assets are available when and where it is needed. The SACM team has participated in all platform audits, continue improve ITIL processes especially incident/problem/change, continuing to add Configuration Items (CIs) into the CMDB (DVR, ATMs, HVAC controllers, Security devices, etc., Data Quality (DQ) improvement by working with engineering and platforms team to fix tool/publishing root cause issues and DQ defects

Key responsibilities:

  • Accountable for operational management of the Service Asset and Configuration Management (SACM) Process

  • Plan and coordinate process activities • Monitor, analyze and report on process performance

  • Identify opportunities and make improvements to the SACM process

  • Plan and manage support of SACM Tools

  • Coordinate interfaces between SACM and other ITSM Processes

  • Perform Configuration audits

  • Analyze and define the structure of the configuration management system

  • Support activities for the corporate SACM tools architecture

  • Experience in data analysis of large amounts of data

Required Skills

  • ITIL Foundations Certified

  • Remedy IT Service and Project Management experience

  • Experience with infrastructure and software operational procedures (install/remove/modify)

  • Database Administration of an enterprise level RDBMS

  • Process experience • Familiar with Excel, SQL or TOAD

Technology Infrastructure Organization:

  • Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions

  • Excels in working among diverse viewpoints to determine the best path forward

  • Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner

  • Commitment to challenging the status quo and promoting positive change

  • Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base

  • Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

Responsible for capturing and refining business and/or system requirements (based on specialization). Works with stakeholders to understand their needs, analyze problems, and capture their requirements, and then working closely with the Development Team to refine the requirement into specifications that can be executed by the team. Possess a working knowledge of the business and/or technical domain based on their specialization. Leverages experience and understanding of stakeholder needs to help create a solution, envisions the solution to solve a problem (manual or through software). Performs Cost/Benefit Analysis to align the technology to business strategy. Gathers & catalogs functional, non-functional, and technical requirements for stakeholder requests. Determines the impact of modifications and enhancements on the application. Acts as the product(s) subject matter expert to support scope and requirement decisions. Ensures changes to the application are compliant with bank standards and policies. Assists users and development team with application testing and troubleshooting, and may help configure test solutions to validate functional and system needs. Identifies, document and troubleshoot application related problems. Documents process, procedures and workflows associated with applications. Leads or participate in continuous improvement efforts; Building expertise in creating, analyzing, and improving processes. Creates, maintains and presents training materials for end-users. Individual contributor.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

The Service Asset and Configuration Management (SACM) team is responsible to ensure the assets (hardware/software) required to deliver services are properly controlled, and that accurate and reliable information about those assets are available when and where it is needed. The SACM team has participated in all platform audits, continue improve ITIL processes especially incident/problem/change, continuing to add Configuration Items (CIs) into the CMDB (DVR, ATMs, HVAC controllers, Security devices, etc., Data Quality (DQ) improvement by working with engineering and platforms team to fix tool/publishing root cause issues and DQ defects

Key responsibilities:

  • Accountable for operational management of the Service Asset and Configuration Management (SACM) Process

  • Plan and coordinate process activities • Monitor, analyze and report on process performance

  • Identify opportunities and make improvements to the SACM process

  • Plan and manage support of SACM Tools

  • Coordinate interfaces between SACM and other ITSM Processes

  • Perform Configuration audits

  • Analyze and define the structure of the configuration management system

  • Support activities for the corporate SACM tools architecture

  • Experience in data analysis of large amounts of data

Required Skills

  • ITIL Foundations Certified

  • Remedy IT Service and Project Management experience

  • Experience with infrastructure and software operational procedures (install/remove/modify)

  • Database Administration of an enterprise level RDBMS

  • Process experience • Familiar with Excel, SQL or TOAD

Technology Infrastructure Organization:

  • Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions

  • Excels in working among diverse viewpoints to determine the best path forward

  • Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner

  • Commitment to challenging the status quo and promoting positive change

  • Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base

  • Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

Responsible for capturing and refining business and/or system requirements (based on specialization). Works with stakeholders to understand their needs, analyze problems, and capture their requirements, and then working closely with the Development Team to refine the requirement into specifications that can be executed by the team. Possess a working knowledge of the business and/or technical domain based on their specialization. Leverages experience and understanding of stakeholder needs to help create a solution, envisions the solution to solve a problem (manual or through software). Performs Cost/Benefit Analysis to align the technology to business strategy. Gathers & catalogs functional, non-functional, and technical requirements for stakeholder requests. Determines the impact of modifications and enhancements on the application. Acts as the product(s) subject matter expert to support scope and requirement decisions. Ensures changes to the application are compliant with bank standards and policies. Assists users and development team with application testing and troubleshooting, and may help configure test solutions to validate functional and system needs. Identifies, document and troubleshoot application related problems. Documents process, procedures and workflows associated with applications. Leads or participate in continuous improvement efforts; Building expertise in creating, analyzing, and improving processes. Creates, maintains and presents training materials for end-users. Individual contributor.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21073088

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Kathryn Dixon

Referral Bonus:

0

Street Address

Primary Location:
901 W Trade St, NC, Charlotte, 28255