IT Service Management Analyst (Remote)

This is a remote role that may be hired in several markets across the United States.

This position provides insight critical to enhancing the Information Technology (IT) department's operations, processes, and service capabilities. Analyzes technology and data to identify discrepancies or areas of improvement. Supports efforts to develop and manage technological assets. Serves as a resource on advanced analytics or technological matters, providing reports and recommendations to management. May assist in configuration management, data collection, and the development of improved based on analysis results.

• Develop and Roll Out ITOM Functionalities: Create and implement key ITOM functionalities within ServiceNow, such as Discovery, Event Management, Orchestration, and Service Mapping.
• Coordinate with Teams: Collaborate with various teams to identify requirements and ensure alignment with the company's IT strategy.
• Provide Technical Solutions: Offer innovative technical solutions that meet user needs, focusing on functionality, performance, scalability, and reliability.
• System Reviews and Efficiency Improvements: Participate in system reviews and proactively identify and implement efficiency improvements.
• Integration and Customization: Integrate ServiceNow ITOM modules with enterprise monitoring tools, application management tools, and automate alerts using OOB plugins and API methods.
• ServiceNow Forms and Scripts: Design and modify ServiceNow forms, workflows, scripts, transform maps, service maps, web services, inbound email actions, SLAs, and other components.
• MID Server Management: Manage MID Servers to ensure seamless integrations and operations.
• Implementation Expertise: Employ expertise in implementing ServiceNow ITOM modules, including CMDB/Discovery/Service Mapping/event management solutions. These responsibilities highlight the importance of a ServiceNow ITOM Event Management Developer in ensuring the smooth operation and optimization of ITOM processes within an organization. The role requires a deep understanding of IT Operations Management tools and processes, as well as the ability to work collaboratively across multidisciplinary teams.

Bachelor's Degree and 4 years of experience in Information Technology System Engineer OR High School Diploma or GED and 8 years of experience in Information Technology System Engineer

License or Certification Type: ITIL Foundations Required

Preferred skills: Ability to compile and analyze complex data sets using tools such as Excel, Tableau, or Crystal Reports, Familiarity with the ITIL Framework and various industry KPIs and metrics, Documentation and organization skills

This job posting is expected to remain active for 45 days from the initial posting date listed above. If it is necessary to extend this deadline, the posting will remain active as appropriate. Job postings may come down early due to business need or a high volume of applicants.

The base pay for this position is generally between $84,000 and $130,000. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment.

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.