Service Delivery Analyst III - CMDB Administrator

Trustmark • Lake Forest, IL

5d

About The Position

Trustmark’s mission is to improve wellbeing – for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities. About the role The CMDB Administrator is responsible for managing and maintaining the Configuration Management Database (CMDB) in ServiceNow which includes HAM, SAM and Certificate Management to ensure accuracy, integrity, and reliability of configuration data. This role supports IT Service Management (ITSM) processes such as Incident, Problem, Change, and Asset Management, and plays a critical part in enabling visibility and control across IT infrastructure and services. Responsible for performing data analysis to aid in the design of solutions in support of business requirements, adherence to process, and delivery of root cause analysis, process improvement, and enhancing end user experience. Works with partners and vendors on quality initiatives, reporting, and governance following ITSM standards. Service Integration and Management (SIAM) role is used to manage multiple service providers and integrate them to provide a single business-facing IT organization.

Requirements

• Bachelor’s Degree and/or 4 – 6 years of related experience OR High School Diploma or GED with 6-8 years of related experience.

Responsibilities

• Builds and manages a transition governance structure that ensures consistency and alignment with projects and initiatives between service design and service delivery.
• Ensure operational readiness through planning, execution, governance, building appropriate controls, measures and reporting.
• Lead engagement and process activities with and/or between: EVM, Finance, Enterprise Architecture Board, Legal, Contract Management, Compliance, OCM, InfoSec, EPMO, Managed Service Vendors, IT Service Design and IT Service Delivery.
• Assist in building business case presentations for IT infrastructure projects and initiatives.
• Manages to the IT service operational budgets, project and initiatives budgets and assists IT Operations with resource planning.
• Creates and delivers effective and influential business presentations to senior level leadership.
• Works on special initiatives that include streamlining of process, quality initiatives, or leading small projects.
• Oversees the end-to-end service delivery across all providers.
• Implement and monitor service level agreements (SLAs) and key performance indicators (KPIs).
• Ensures incident, problem, change, and release management processes are followed.
• Coordinates and aligns services from multiple providers.
• Ensures service consistency and compliance with organizational standards.
• Supports the integration of new services and providers into the existing service landscape.

Benefits

• Trustmark benefits include health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Elders and many health and wellness initiatives.
• We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level