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Technology Support Service Management Specialist (ITIL)

Company: Patelco Credit Union
Location: Dublin
Posted on: November 17, 2021

Job Description:

About Patelco Credit Union:We're here to help people in communities throughout Northern California build financially healthy lives. We do this by being attentive and partnering with our members to understand what is financially best for them. We thrive on change, and we put people first. If you're looking to use your skills and knowledge to make a difference in the lives of others, we look forward to hearing from you.Patelco Credit Union is a not-for-profit credit union committed to serving the financial health and wellbeing of its membership. With more than 400,000 members primarily in and around northern California, Patelco is committed to improving their members' financial well-being and fueling hope and opportunity for its members by offering personalized solutions, advice, and expertise that empower them to achieve personal financial freedom. Founded in 1936 with $500 in assets by employees of the Pacific Telephone and Telegraph Company, Patelco is in the top one percent of U.S. credit unions with more than $8 billion in assets.Overview:The Technology Support Service Management Specialist within the Technology Team of Patelco Credit Union supports all the major internal business applications and services on a day to day basis. The Service Management Specialist is also responsible for understanding the business processes and leverages their understanding of systems and integrations to effectively and efficiently support the business.The Technology Support Service Management Specialist (ITIL) plays a key role in supporting the business and systems teams. Specifically, the role involves root cause analysis, application configuration reviews, system analysis and the coordination of development efforts with business partners, systems analysts, end-users, and developers as needed to address issues and incidents as they occur. Report defects & manage resolution working with third party vendors and product teams.Works on Technology Service Management efforts and initiatives with general oversight. Responsible for Incident, Problem, Change and Knowledge ITSM process(es). Manages assigned process(es) end-to-end from making changes in the process(es) to providing input on process(es) strategy. Sr. Service Management Specialist is also responsible for understanding the business processes and leverages their understanding of systems and integrations to effectively and efficiently support the business.Responsibilities:Incident resolution: reduce downtime and occurrences of Incidents through process analysis and improvement, direct focus on MTTR, major incidents, RCA.Drive and optimize problem management.Drive and evolve change management / change control.Develop deep understanding of applications, supporting infrastructure and integration.Manage incident queues to respond and resolve application issues and product change requests. Dispatch trouble tickets and follow up on problem resolution.Gain and demonstrate deep knowledge of the business processes, workflows, and data requirements for each supported application.Analyze application change requests received from the business and application users.Perform root cause analysis to ensure minimal impact to application availability. Plan and implement preventive actions.Act as a point of escalation for business impacting applications, ensuring issues are dealt with in a timely and effective manner.Interact with internal teams and external 3rd party vendors to troubleshoot and resolve complex problems.Lead stakeholder SLA review meetings.Collaborate effectively across departments, business lines, and job levelsWork with minimal supervision and effectively prioritize workload.Respond to member and staff help tickets in a timely manner.Maintain professionalism in all interactionsQualifications:BA/BS in Information Systems with minor in business or equivalent industry work experience preferred.4 years technical documentation and gathering requirements.4 years of experience with Helpdesk and support/issue tracking systems.ITIL's experience/certification preferredPlan, organize, schedule and manage work hours and small projects. Provide accurate estimates to complete assigned tasks.Strong problem solving and analytical abilities.Possess good written and oral communication skill.Strong Powerpoint and data presentation skills required.Understanding of relational database models for business applicationsProject management experience and/or Project Management Training/Certification.Working knowledge of technical strategies, business process, application development and support and operation in financial instituteFinancial Support Applications Support a bonusWorking knowledge of the host system that front-line staff utilize to perform member transactions.We Offer:An inspiring career that benefits both you and your communityCompetitive compensation packages with bonus opportunityFull Medical/Dental/Vision benefits with minimal eligibility waiting periodGenerous 401(k) with 3% Safe Harbor and 5% employer matchDiscounts on loan productsTuition ReimbursementOnsite Fitness Center at HQ and rewards for healthy habitsClose proximity to BART, restaurants and shoppingPatelco Credit Union is an Equal Opportunity Employer: disability/veteranIND123

Keywords: Patelco Credit Union, Dublin , Technology Support Service Management Specialist (ITIL), Executive , Dublin, California

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