ITSM Analyst
US-VA-McLean
Careers (External)
Req #: 10826
Type: Full-Time
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Overview: Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members "do better." Joining PenFed is more than being an employee; it's about being a part of the PenFed family. 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: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned. * 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: Equivalent combination of education and experience is considered. * 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 disciplies. * 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.
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