ITSM Analyst

PenFed Credit Union; Omaha (NE); Hybrid; USD 75,000 - 95,000; Full time

Job summary

A leading financial institution is hiring an ITSM Analyst to coordinate change, incident, and problem management processes. This hybrid role focuses on ensuring effective handling of incidents and problems while promoting process improvements. Candidates should have at least five years of experience and proficiency in ITIL principles. Strong analytical and communication skills are essential, along with a Bachelor’s degree in a related field.

Benefits

Health insurance

401k with employer match

Paid time off

Qualifications

• Minimum of five (5) years’ experience in network, distributed, IT Services, or Workforce Technology.
• Proficiency understanding of ITIL principles and practices.
• Excellent customer service and communication skills.

Responsibilities

• Coordinate Incident, Problem, and Change management functions for the IT organization.
• Assist in creating and reviewing KPI reports to help drive improvement.
• Manage High-Severity and Major Incidents and facilitate communication.

Skills

Change Management

Problem Management

Incident Management

Analytical skills

Customer service

Written communication

Education

Bachelor’s Degree in a related field

Tools

ITSM Tools

Enterprise monitoring tools

Job description

Overview

PenFed is hiring a (Hybrid) ITSM Analyst at our Tysons, Virginia; Omaha, Nebraska or San Antonio, Texas location. The primary purpose of this job is to coordinate the change, Incident and problem management processes and procedures so that they contribute to a stable production environment. The ITSM Analyst will ensure that incidents, problems and changes are handled effectively, minimizing the impact to PenFed members and internal customers. In addition, this position will work with IT Governance, Business Resieliency, Audit, Vendors, Business Stakeholders, PenFed Senior Management and other IT teams to implement well planned changes, reduce the number and frequency of incidents and improve service recovery times. This position will also focus on maintaining efficient and effective processes and promoting an environment that drives continual process improvement.

Responsibilities

• Coordinate the Incident, Problem and Change management functions for the IT organization, including the management of the lifecycle of changes, incidents and associated problems.
• Assist in creating and reviewing KPI reports to help continuously drive improvement.
• Manage High-Severity and Major Incidents. Coordinate infrastructure and application teams to enable and expedite return to service. Facilitate communications during these incidents, including verbal/written executive level status, running related conference calls and acting as a liaison with business stakeholders. Provide verbal and written status updates to all stakeholders.
• For any high severity incidents, capture any required follow up and ensure follow up assignments are completed. Update processes and procedures accordingly to ensure improvements are made as a result of lessons learned.
• Coordinate, monitor, and support general activities related to incidents, problems and changes. Facilitate daily, weekly and monthly meetings related to Incident, Problem and Change Management.
• Identify production environment stability trends. Escalate concerns through the appropriate process to minimize business impact with a key objective of High Severity and Major Incident deterrence.
• Analyze incident, problem and change data, as well as recurring alerts, to identify the associated root causes and develops plans and actions to resolve and eliminate these problems at all Severity Levels.
• Assess risk of changes, incidents and problems, along with other IT staff, to appropriately prioritize scheduling of production implementations, incident remediation changes and problem resolution changes.
• Assess risk survey questions and scoring to ensure changes are adequately addressed at the right risk level. Adjust risk scores as required to ensure appropriate assessments.
• Develop and maintain ticket escalation steps and contacts. Drive decision-making for incident resolution to minimize impact to business. Escalate to Senior IT Management as needed.
• Ensure that all IT teams follow the Incident, Problem and Change Management processes and that the required information is properly documented in the incident record.
• Develop, drive, and maintain the effectiveness of incident, problem and change management processes and procedures. Participate in reviews and audits of the process. Challenge the process and make recommendations for improvement.
• Serve as key contributor regarding the proper use and ongoing development of the ITSM ticketing system.
• Assist in developing incident and problem management to show performance within the environment.
• Work with IT Governance, Business Resieliency, Audit, Vendors, Business Stakeholders, PenFed Senior Management and other IT teams.
• Provide after-hours on call support for high severity Incident and Problem resolution.
• Monitors for compliance of defined process standards and policies.

Qualifications

• Bachelor’s Degree in a related field is preferred or related experience.
• Minimum of five (5) years’ of experience in an area such as network, distributed, IT Services, Workforce Technology or mainframe is required.
• Proficient in Change Management, Problem Management, and Incident Management in an ITIL environment is preferred.
• Experience utilizing ITSM Tools to manage service management disciplines.
• Strong analytical and communication skills.
• Proficiency with creating and presenting management reports and Dashboards.
• Financial services or other regulated industry experience is preferred.
• Require excellent customer service, oral and written communication skills.
• Basic knowledge and experience in using enterprise level monitoring tools and dashboards.
• Demonstrated ability to perform successfully in a high stress, open environment where frequent & direct interaction & collaboration with customers & peers is ordinary.
• Basic understanding of ITIL principles.
• ITIL Certification a plus.

Supervisory Responsibility

There is no supervisory responsibility for this role.

Licenses and Certifications

There are no licenses or certifications required for this role.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

Most roles require working in an office setting with moderate noise and the ability to lift twenty-five pounds.

Travel

Ability to travel to various worksites and be on-call may be required.

About Us

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2.9 million members and over $31 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam and Puerto Rico. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day. We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more. Equal Employment OpportunityPenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.

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