ITSM Analyst II
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Job Location:
Little Rock, AR - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Its fun to work in a company where people truly BELIEVE in what theyre doing!
Were 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.
Essential Duties and 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.
Qualifications
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.
Education and/or Experience
A bachelors degree in business IT or related field.
General Skills
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
Computer/Application Skills
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
Certificates Licenses Registrations
ITIL Foundations v4 Certification
Other Qualifications (including physical requirements)
Ability to regularly work a 40-hour week
Physical Requirements
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
Visual Requirements (select all that apply): Near visual acuity Color Discrimination
Hazards (select all that apply): None
Other
Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Activities duties and responsibilities may change at any time with or without notice.
Equal Employment Opportunity Information: Simmons First National Corporation and its subsidiaries are committed to a policy of equal employment with respect to a persons race color religion sex ancestry sexual orientation gender identity national origin covered veterans military status physical or mental disability or any other legally protected classifications.
Required Experience:
IC
Key Skills
- ArcGIS
- Intelligence Community Experience
- GIS
- Python
- Computer Networking
- Data Collection
- Intelligence Experience
- R
- Relational Databases
- Analysis Skills
- Data Management
- Application Development
About Company
For more than 100 years, Simmons Bank has worked hard to help make our customers’ dreams come true - like buying a home, starting a business or simply having the ability to manage your money safely and securely, anywhere you happen to be.
