Unavailable
ITSM process Lead
Unavailable, El Monte, California, us, 91734
Introduction
Since 1973, East West Bank has served as a pathway to success. With over 120 locations across the U.S. and Asia, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities, and our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand our associates’ potential for career advancement. Headquartered in California, East West Bank (Nasdaq: EWBC) is a top performing commercial bank with an exclusive focus on the U.S. and Greater China markets. With a strong foundation, and enterprising spirit and a commitment to absolute integrity, East West Bank gives people the confidence to reach further.
Overview East West Bank is seeking for an ITSM Process Lead to join our IT Operations Risk Management team. The ITSM Process Lead will work to identify, develop, assess, and validate IT processes against acceptance criteria and help establish IT process Risk Assessment Oversight program. The successful candidate will play a critical role in ensuring IT processes adhere to risk management and compliance standards.
Responsibilities
Help establish IT Process Risk Assessment Oversight Program
Identify, develop, assess, and validate IT processes and performance metrics against acceptance criteria to ensure expected deliverables and control effectiveness
Manages activities that support, improve, and maintain the complete lifecycle for ITSM processes
Manages and track appropriate service performance levels including SLAs, KPIs, and KRIs for all IT Operations processes
Leverages industry-leading standards, practices and frameworks to determine how ITSM processes will be designed and/or improved
Develops and utilizes reports and dashboards to monitor and support ITSM process performance and compliance
Escalates deficiencies of processes/service performance levels according to established policies, standards, and procedures as appropriate
Partner with various IT Operations groups and provide support of continuous process improvement initiatives
Assists in the development and implementation of performance metrics and measurement tools
Provide support as needed to ensure proper execution of IT processes
Perform other duties as assigned by management
Qualifications
Bachelor’s degree or higher in Information Systems, Computer Science, and or equivalent combination of work experience.
Minimum of 8 years in planning, designing, developing, implementing, or supporting ITSM processes
Experience with ITSM tools (e.g. JIRA, ServiceNow, etc)
Experience developing and delivering IT process metrics and reporting
In-depth experience of ITSM with specific focus to ITIL processes (Asset Management, Incident Management, Change Management, Problem Management, Service Level Management, etc.).
Knowledge of key ITSM metrics such as Mean Time to Resolution (MTTR), First Contact Resolution (FCR), Change Success Rate (CSR), and Service Availability.
Understanding of areas such as servers, databases, storage, backup and recovery, asset management, certificate management, capacity, etc.
Professional certification of ITIL or similar preferred
Banking/Financial Services background desired
Detail oriented with strong organizational and prioritization skills.
Strong communication and writing skills
Working knowledge of Microsoft Word, Excel, PowerPoint, Visio
Compensation
The base pay range for this position is USD $120,000.00/Yr. - USD $160,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.
Overview East West Bank is seeking for an ITSM Process Lead to join our IT Operations Risk Management team. The ITSM Process Lead will work to identify, develop, assess, and validate IT processes against acceptance criteria and help establish IT process Risk Assessment Oversight program. The successful candidate will play a critical role in ensuring IT processes adhere to risk management and compliance standards.
Responsibilities
Help establish IT Process Risk Assessment Oversight Program
Identify, develop, assess, and validate IT processes and performance metrics against acceptance criteria to ensure expected deliverables and control effectiveness
Manages activities that support, improve, and maintain the complete lifecycle for ITSM processes
Manages and track appropriate service performance levels including SLAs, KPIs, and KRIs for all IT Operations processes
Leverages industry-leading standards, practices and frameworks to determine how ITSM processes will be designed and/or improved
Develops and utilizes reports and dashboards to monitor and support ITSM process performance and compliance
Escalates deficiencies of processes/service performance levels according to established policies, standards, and procedures as appropriate
Partner with various IT Operations groups and provide support of continuous process improvement initiatives
Assists in the development and implementation of performance metrics and measurement tools
Provide support as needed to ensure proper execution of IT processes
Perform other duties as assigned by management
Qualifications
Bachelor’s degree or higher in Information Systems, Computer Science, and or equivalent combination of work experience.
Minimum of 8 years in planning, designing, developing, implementing, or supporting ITSM processes
Experience with ITSM tools (e.g. JIRA, ServiceNow, etc)
Experience developing and delivering IT process metrics and reporting
In-depth experience of ITSM with specific focus to ITIL processes (Asset Management, Incident Management, Change Management, Problem Management, Service Level Management, etc.).
Knowledge of key ITSM metrics such as Mean Time to Resolution (MTTR), First Contact Resolution (FCR), Change Success Rate (CSR), and Service Availability.
Understanding of areas such as servers, databases, storage, backup and recovery, asset management, certificate management, capacity, etc.
Professional certification of ITIL or similar preferred
Banking/Financial Services background desired
Detail oriented with strong organizational and prioritization skills.
Strong communication and writing skills
Working knowledge of Microsoft Word, Excel, PowerPoint, Visio
Compensation
The base pay range for this position is USD $120,000.00/Yr. - USD $160,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.