ITSM Process Owner (Incident, Problem & Change Management) - #1691020

Ent Credit Union exists to improve the financial quality of life of the people we serve. This mission drives us every day, but we are more than our mission. We're also individuals using our unique abilities to make our organization, and the communities we serve, better than they were yesterday. We're a not-for-profit that puts people above profits and actively invests in our community. Our rapidly growing team is expanding our reach to serve more people throughout Colorado. To spread our mission far and wide, we need people like you. If you're interested in a paycheck with a purpose, apply with us today. Our people make the difference, and we truly believe you are our greatest asset.

The IT Service Management (ITSM) Process Owner provides the IT organization with oversight, guidance and execution of the Incident, Major Incident, Change and Problem processes following the ITIL framework. This will be accomplished by partnering with the ITSM Manager, and IT leadership to implement and manage best practices, process, standards, and policies within the ITSM Platform (ServiceNow). The ITSM Process Owner has an advanced understanding of ITIL Incident Management, Change Management, Problem Management, and Major Incident Management as well as the methodologies and techniques needed to guide an organization to the successful establishment of Key Process Indicators (KPIs) and overarching goals of IT Operations. This position will assist in the establishment of strategic priorities and ITSM initiatives, while acting as the advocate for these processes and their continual improvement.

Essential Functions

• Monitor, operate, and update the Incident, Major Incident, Problem, and Change Processes within the ITSM Platform (ServiceNow).
• Provides technical support and problem resolution for customer inquiries regarding the new and existing data analytics, policy, process, standards, and best practices related to the above processes.
• Develops partnerships with the consumers (IT and Business leadership) of ITSM data to understand business needs. Trains and mentors on provided reports and dashboards, policy, process, standards, and best practices.
• Runs the Major Incident response process and subsequent Problem study follow up.
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Minimum Formal Qualifications for this Position

• Bachelor's Degree in Computer Science, Data Analytics, Business Management, Accounting, Finance, Process Improvement or similar field of study.
• 4+ Years' combined experience in Incident Management, Problem Management, Change Management and/or Service Desk in an IT operations, managed services, or service delivery environment.
• 2+ Years experience with ServiceNow ITSM Pref

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of a bachelor's degree in accounting and 2+ years of account experience could be substituted for a high school diploma and 6 years of relevant accounting work experience or a master's degree in accounting and 0 years of work experience.


Technical or Specialized Knowledge/Skills:

• ITSM
• Advanced Understanding of ITIL and ITSM fundamentals with an expertise in Incident Management, Problem Management, Change Management.
• Experience with implementing and Managing ITSM or ITIL processes.
• Experience working with a CMDB.
• Experience with continuous improvement methods.
• Experience with developing and delivering training on process, standards, and policy.
• Understanding of IT organizations especially service desk or service delivery.
• (preferred) ServiceNow Platform experience.
• Other skills: Must be comfortable working in highly collaborative environments. Must be able to conduct presentations in group settings in a professional and courteous manner. Must be able to learn new and emerging concepts very quickly. (preferred) Experience with Scrum and Kanban development.

Certifications Required:

• Information Technology Infrastructure Library (ITIL) 3 or 4 Certification within 180 Days required

Environmental, Physical and Psychological Requirements

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Frequently
• Lifting - Rarely (40 Lbs)
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Occasionally
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Occasionally
• Talking - Frequently
• Hearing - Frequently
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Occasionally
• Noises louder than normal speaking volume - Occasionally
• Temperature Changes - Rarely
• Atmospheric Conditions - Rarely

The pay range for this position is: $82,909 to $108,806 per Year (I15)

Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity.

This position is eligible for our corporate bonus program based on company performance.

We anticipate this position to close on 4/26/2024. Please submit your application at your earliest convenience to be considered.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

Benefits Summary Sheet - 2024

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)