ITSM Analyst II

Simmons Bank•Little Rock, AR

About The Position

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Position Summary The position involves the daily management of the Change Enablement and Problem Prevention processes. It also assists with the administration of the Configuration Management process. The processes follow the best practices of the ITIL Framework (IT Infrastructure Library). The position works under the supervision of the Manager of IT.

Requirements

The role requires a foundational understanding of the ITIL (Information Technology Infrastructure Library) framework.
Reports are created and submitted to executives requiring an intermediate Excel, PowerPoint, SharePoint, PowerBI and Visio skill level.
The role also requires intermediate to advanced analytical and audit capabilities.
Though the role does not perform the technical work, a fundamental understanding of the IT infrastructure is needed.
Advanced written and oral skills
Ability to understand and communicate a complex framework to others
Highly motivated and self-driven
The ability to quickly learn and apply information
Ability to facilitate and record meetings involving large audiences
Attention to details
MS Office 365 programs
Understanding of computer systems, mobile devices, and other tech products
Knowledge of IT infrastructure
Knowledge of business processes
FreshService or other industry leading tool experience
ITIL Foundations v4 Certification
Stand: Frequently
Sit: Continuously
Walk: Occasionally
Bend, crawl, crouch, kneel, stoop, or reach overhead: Occasionally
Lift/Push/Pull/Carry Weight: 11-25 lbs.
Use hands to touch, handle or feel: Continuously
Talk: Continuously
Hear: Continuously
Taste or smell: Never
Read, concentrate, think analytically: Continuously
Physical Environment: Office Environment
Noise Level: Moderate
Near visual acuity
Color Discrimination
Hazards: None

Responsibilities

The management of Change Requests throughout their lifecycle
Assist with the ongoing development of the Configuration Management Database (CMDB), which includes:
Configuration item identification and recording
Configuration item interconnectivity and dependencies
Development of configuration management processes and procedures
Proactively manage problem records throughout their lifecycles.
Work closely with Enterprise Subject Matter Experts (SMEs) and other resources to obtain the root cause and absolute remediation.
Develop and maintain weekly/monthly performance reports for management to review. Includes an overview of issues that have occurred, uses data to identify trends, identifies areas of improvement, etc.
Maintain actionable items resulting from problem remediation and work with the owners for a timely completion.
Identify and communicate known errors to help mitigate future incidents.
The routine audit of Configuration Items (CIs), Problem Records, and Change Requests.
Participation in Disaster Recovery Testing.