Sr IT Service Management Analyst

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

This role will be primarily responsible for Incident and Problem management within the delivery lifecycle. Will be accountable for reporting on the performance of services through Service Level Agreements (SLA), Key Performance Indicators (KPI) and metrics. The incumbent collaborates closely with other ITSM services and Service Management processes. They will partner with the problem management, change management and monitoring/alerting teams to deliver seamless, end-to-end management of incidents in the production IT environment. A strong dedication to customer service is paramount to the success of this individual.

What you will do:

• Partners with the cross-functional team that responds to incidents, drives to restoration, communicates status and ensures identification of root cause.
• Align ITIL best practices, benchmark services, and identify trends to build continuous service improvement.
• Performs as incident manager and communications manager for all technology incidents requiring multiple resources, bridge coordination and global communications to users.
• Manages the JIRA project and Kanban board for all incidents and issues that impact the various systems and environments (production, test, UAT, etc.)
• Drives teams to troubleshoot and investigate technical issues that may be the result of problems with code, software, hardware or processes.
• Creates the plan and manages the delivery of associated solutions identified.

What you will bring:

• Experience with monitoring and alerting tools (eg App Dynamics, Splunk, etc) preferred
• Experience in tier 3 or tier 4 production support to identify trends and anomalies, including researching and troubleshooting technical problems to identify root cause for technical issues desired.
• Experience working with teams to create plans to mitigate technical issues, incidents and problems
• 3-5 years experience with Jira and Confluence Experience in Agile or DevOps methodologies as it relates to production support and problem resolution
• Working knowledge and expertise in IT Service Management principles and concepts and demonstrated results implementing ITSM best practices.
• Excellent planning and prioritizing skills.
• Experience in implementing process improvement programs experience in root cause analysis and trend analysis for support centers required.
• 3-5 years of experience in project implementation and planning including vendor interaction and management for Desktop services such as equipment refresh and supporting Tier 1 & 2 systems.
• Excellent written and oral communication skills and people skills a must.
• ITIL Practitioner certified
• Scrum certified
• Bachelor’s degree or equivalent experience

What will set you apart:

• ITIL Practitioner certified
• Scrum certified
• Bachelor’s degree or equivalent experience

Working Conditions/Physical Requirements: Office / Clerical:

Frequent use of office equipment including PC, phone, copier. May sit for long periods of time. May stand, stoop, reach, pull and push on occasion. The noise level may occasionally be moderate as in a noisy office / call center when co-workers are required to be on the phone with customers. Ability to work required shifts including weekend, evening and on-call as necessary.

Autonomy: Is empowered and expected to reach out to internal customers when required to solve technical issues. Is empowered and expected to develop knowledge and expertise to troubleshoot complex issues through cooperation with colleagues.

Financial Responsibility: This position may have an impact on internal and external customer’s ability to conduct business where financial risk is involved regarding customer accounts and gains or losses from market fluctuations. If responsibilities are not performed in a timely manner and with the utmost caution, the company may be exposed to financial risk.

Internal & External Contacts: This position requires excellent working relationships with all levels of all departments within Great West Financial / Empower