Staff IT Analyst I - ITSM/IT Change Management Analyst

Western Alliance Bank • Phoenix, AZ

21h • Onsite

About The Position

As a Staff IT Analyst, you'll lead activities to review current processes and metrics that support operational effectiveness as well as identify constraints or opportunities that may inhibit or accelerate the business and/or technology strategy. You'll develop artifacts that accurately and completely describe current state processes, practices, and/or metrics as well as capturing opportunities to simplify our process while also improving KRIs/KPIs or operational metrics. Additionally, you'll facilitate discussions with IT, Product, and Business subject matter experts to understand the problem statement and/or opportunity, capture relevant insights, and review any findings or artifacts produced to validate the right problem or opportunity is being assessed. This role will have a particular focus on the IT Change Management practice, as well as other areas including Problem Management, Incident Management, Knowledge Management, and Configuration Management. Lead projects with the expectation that all assigned analysis work within a specific domain is completed with minimal supervision to include defining the work to be done as well as setting and meeting deadlines for that work. Communicate effectively with managers as well as colleagues, coordinate discussions with subject matter experts to gather requirements and review artifacts, complete project status reports, and identify and/or resolve technical problems. Capture and upkeep KRIs, KPIs, or Operational Metrics, while developing lists of critical documentation, artifacts supporting project activities, and completing high quality and accurate deliverables. Leverage Risk Management experience from a large financial institution subject to heightened standards, specifically in risk, compliance, or corporate governance. Oversight and support of one or more core ITSM practices – primarily Change Management, Problem Management, Incident Management. They will define, execute and coordinate the appropriate process activities across IT, and with external third parties, in adherence to WAB requirements. Supports the entire ITSM team with general Technical Writing assistance, content organization, document creation, formatting, and best practices. Facilitates and coordinates the practice-related meetings to ensure adherence to approved policies and procedures; including but not limited to scheduling, coordinating, communicating, and maintaining appropriate minutes, documentation, etc. Responsible for developing and delivering training and guidance for the ITSM-managed practices with stakeholders, based on their roles and responsibilities.

Requirements

• 3+ years of related experience.
• Bachelor's degree in related field required.
• 1+ years hands-on experience with ITSM Change Management.
• Intermediate to advanced in process and data analysis within a specific domain or functional area utilizing critical thinking skills.
• Intermediate to advanced working in Microsoft Office & relevant Diagramming Software (e.g. Lucid, Visio, etc.), as well as technical aptitude & experience within a specific domain.
• Intermediate speaking and writing communication skills.
• Intermediate influencing and relationship management skills.
• Ability to manage multiple high-priority efforts / competing priorities and flexibility to adjust to changing requirements, schedules, and priorities.
• Self-driven and resourceful to achieve goals independently as well as work well in groups.
• Ability to quickly adapt to new or changing technologies and business requirements.

Nice To Haves

• Entry level to intermediate knowledge of general Financial Services or Banking is preferred.
• Entry level to intermediate knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.

Responsibilities

• Lead activities to review current processes and metrics that support operational effectiveness.
• Identify constraints or opportunities that may inhibit or accelerate the business and/or technology strategy.
• Develop artifacts that accurately and completely describe current state processes, practices, and/or metrics.
• Capture opportunities to simplify processes while improving KRIs/KPIs or operational metrics.
• Facilitate discussions with IT, Product, and Business subject matter experts to understand problem statements or opportunities.
• Capture relevant insights and review findings or artifacts to validate the right problem or opportunity is being assessed.
• Focus on IT Change Management practice, as well as Problem Management, Incident Management, Knowledge Management, and Configuration Management.
• Lead projects with minimal supervision, defining work and setting deadlines.
• Communicate effectively with managers and colleagues.
• Coordinate discussions with subject matter experts to gather requirements and review artifacts.
• Complete project status reports.
• Identify and/or resolve technical problems.
• Capture and upkeep KRIs, KPIs, or Operational Metrics.
• Develop lists of critical documentation and artifacts supporting project activities.
• Complete high quality and accurate deliverables.
• Leverage Risk Management experience from a large financial institution subject to heightened standards, specifically in risk, compliance, or corporate governance.
• Provide oversight and support of core ITSM practices – primarily Change Management, Problem Management, Incident Management.
• Define, execute, and coordinate appropriate process activities across IT and with external third parties, in adherence to WAB requirements.
• Support the entire ITSM team with general Technical Writing assistance, content organization, document creation, formatting, and best practices.
• Facilitate and coordinate practice-related meetings to ensure adherence to approved policies and procedures.
• Develop and deliver training and guidance for ITSM-managed practices with stakeholders.

Benefits

• Competitive salaries
• Ownership stake in the company
• Medical and dental insurance
• Time off
• 401k matching program
• Tuition assistance program
• Employee volunteer program
• Wellness program
• Opportunity to bolster business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

What This Job Offers

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