Overview

We are seeking a Certified ITIL professional with over 8+ years of experience in ITIL aligned process efforts from design to implementation, operations and service improvement. As a valued East West Bank team member, this position will focus on utilizing best practice IT Service Management tools and methodologies to develop effective solutions to support IT operational efficiencies and controls.

Responsibilities

• Process design on ITIL Service Support areas of Incident, Problem, Change, Release, Configuration Management, Asset Management , Service Desk, Service Level Management
• Facilitate deep dive workshops for Service Operational & Transition processes like Incident, Service request fulfillment and management, problem management, change, configuration and Knowledge management to ensure a seamless and adequate transition
• Responsible for eliciting and documenting business and technical requirements as part of discovery assessment
• Responsible for developing workflows and storyboards that accurately map back to documented business & ITSM requirements
• Provide solution / design demos to stakeholders on developed solutions and obtain feedback to improve business processes
• Responsible for establishing performance metrics and reporting across all ITSM disciplines
• Work with product owners, stakeholders and the ITSM team to prioritize, plan and execute work while balancing technical enhancements, tech debt management and new feature development 
• Technically advise and provide feedback on solutions and decisions, making sure they align with the strategic vision  

Qualifications

• At least 10 years of recent IT experience with 8 years of professional experience in IT Service Management
• Experienced in conducting assessments and designing processes
• Demonstrated ability in maintaining and implementing service management solutions
• Strong experience leading large IT process improvement projects
• Expertise working with Atlassian Service Manager and/or Jira Service Desk ITSM tooling
• ITIL Foundation Certificate (MP+)
• Ability to think effectively at conceptual, strategic, and tactical levels, with a strong process mindset focused on ITIL / ITSM
• Excellent communication and interpersonal skills including the ability to work effectively with technical and non-technical staff
• A. or B.S. in Computer Science or similar field, related work experience

Compensation

The base pay range for this position is USD $130,000.00/Yr. - USD $200,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.