ITSM Analyst II

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<div class="isg-job-description“>It’s fun to work in a company where people truly BELIEVE in what they’re doing!

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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 bachelor’s 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 person’s 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.

Equal Employment Opportunity Information: Simmons First National Corporation and its subsidiaries are committed to a policy of equal employment with respect to a person’s 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. Simmons First National Corporation and its subsidiaries are committed to Affirmative Action Programs consisting of results-oriented procedures to ensure equal employment opportunities. These programs require positive action in lieu of neutral non-discrimination and merit hiring/performance policies.

 

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