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ITSM Process Engineer - Core Technology Infrastructure

Charlotte, North Carolina

Job Description:

The Production Governance and Analytics team is charged with leading multiple efforts within Consumer, Small Business & Wealth Management, Enterprise Technology Infrastructure (CSWE TI) that govern and simplify the Information Technology Service Management (ITSM) Process across multiple interconnected CSWE TI Application Production Support (APS) teams.

Primary responsibilities for this role are:

- Translate Incident and Problem Data into Kitchen English

- Provide executive and horizontal support for Incident governance, reporting, ad-hoc analysis and presentations for Incidents impacting and/or being managed by CSWE TI

- Consults with senior management in evaluating Incident data and developing strategies to implement changes and improvements

Secondary responsibilities for this role are:

- Partner with CSW TI Application Production Support Managers and Enterprise ITSM Process Owners to identify and lead ITSM process improvements.

Required Skills

- Knowledge and experience working with information technology service managers and service owners across multiple services.

- Advanced experience communicating complex ideas with stakeholders, senior level management and building collaborative relationships with team members, business partners, and other stakeholders

- The ability to prioritize projects and efforts with minimum guidance

- Experience working with Remedy

- Ability to perform and excel in a matrix driven responsibility environment

- Strong analytical and data driven approach to problem solving

- Ability to think outside the box and provide innovative solutions

- MS Office Proficiency (Excel, Power Point, Word, PowerPoint), including ability to leverage PowerPoint for taking the complex to simplify the message for audiences

- Self-motivated, operates with a sense of urgency and strong attention to detail

Desired Skills

Consumer, Small Business & Wealth Management business acumen Compliance Risk acumen ITIL Foundations v3

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

The Production Governance and Analytics team is charged with leading multiple efforts within Consumer, Small Business & Wealth Management, Enterprise Technology Infrastructure (CSWE TI) that govern and simplify the Information Technology Service Management (ITSM) Process across multiple interconnected CSWE TI Application Production Support (APS) teams.

Primary responsibilities for this role are:

- Translate Incident and Problem Data into Kitchen English

- Provide executive and horizontal support for Incident governance, reporting, ad-hoc analysis and presentations for Incidents impacting and/or being managed by CSWE TI

- Consults with senior management in evaluating Incident data and developing strategies to implement changes and improvements

Secondary responsibilities for this role are:

- Partner with CSW TI Application Production Support Managers and Enterprise ITSM Process Owners to identify and lead ITSM process improvements.

Required Skills

- Knowledge and experience working with information technology service managers and service owners across multiple services.

- Advanced experience communicating complex ideas with stakeholders, senior level management and building collaborative relationships with team members, business partners, and other stakeholders

- The ability to prioritize projects and efforts with minimum guidance

- Experience working with Remedy

- Ability to perform and excel in a matrix driven responsibility environment

- Strong analytical and data driven approach to problem solving

- Ability to think outside the box and provide innovative solutions

- MS Office Proficiency (Excel, Power Point, Word, PowerPoint), including ability to leverage PowerPoint for taking the complex to simplify the message for audiences

- Self-motivated, operates with a sense of urgency and strong attention to detail

Desired Skills

Consumer, Small Business & Wealth Management business acumen Compliance Risk acumen ITIL Foundations v3

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21077660

Band: H5

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Kathleen Jones-Griffith

Referral Bonus:

0

Street Address

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