This job was posted by https://www.arjoblink.arkansas.gov : For moreinformation, please see: https://www.arjoblink.arkansas.gov/jobs/4088842Position Description:

　　Job Purpose and Scope:

　　Responsible for reviewing, evaluating, implementing, improving,training, and managing the defined Information Technology ServiceManagement (ITSM) practices. The ITSM practices includes, but is notlimited to, Incident Management, Problem Management, Change Management,Request Management, Knowledge Management, Configuration ManagementDatabase, and Asset Management.

　　Essential Job Functions:

　　Manages and administers the ITSM tool.

　　Responsible for the day-to-day administration of the ITSM platform,including managing templates, workflows, forms, business rules, andother functions for effective processes.

　　Provides ideas, feedback, and solutions for IT and business processesconcerning ITSM practices and how the processes can be fully utilizedfor maximum efficiency gains.

　　Provides reports and metrics on ITSM Key Performance Indicators, KeyRisk Indicators, and other relevant management metrics to ServiceDelivery Manager or other Technology Leadership.

　　Establishes and maintains strong partnerships with technical andoperational staff to review and potentially improve ITSM processes andoperating procedures in a continually changing environment.

　　Monitors the efficiency and effectiveness of application operations andtroubleshoots problems.

　　Manages technology problems with technical or operational business unitsto communicate, assess, escalate, and resolve the problem.

　　Implements Configuration Management Database and maintains completenessand accuracy.

　　Maintains documentation of ITSM processes, such as process flows andprocedures.

　　Regularly exercises discretion and judgment in the performance ofessential job functions.

　　Maintains good punctuality and attendance to work.

　　Follows Bank policy, procedures, and guidelines.

　　Knowledge, Skills & Abilities:

　　Knowledge of effective and best practices of all ITSM practices, tools,and techniques.

　　Knowledge of Information Technology Infrastructure Library (ITIL) v4framework.

　　Knowledge of ServiceNow, Splunk, and other tools commonly used in anITSM environment.

　　Ability to work without close supervision.

　　Ability to manage multiple tasks with exacting deadlines in a fast-pacedenvironment.

　　Ability to demonstrate excellent and effective customer service skills.

　　Ability to maintain confidentiality.

　　Ability to demonstrate effective organization, critical thinking,analytical, and problem-solving skills.

　　Ability to work effectively and demonstrate flexibility in a continuallychanging environment.

　　Ability to demonstrate attention to detail.

　　Ability to apply analytical and problem-solving skills with the abilityto identify and assess risks and develop preventative measures.

　　Ability to communicate effectively both verbally and in writing with alllevels of the organization, including technical and non-technicalstakeholders.

　　Skill in using computer and Microsoft Office products, including Word,PowerPoint, and Excel.

　　Job Expectations: Operate customary equipment and technology used ina business environment, with or without accommodation.

　　Note:This description is not an exhaustive list of all jobfunctions, duties, skills, and job standards required. Other jobfunctions, duties, skills, and standards may be added. Managementreserves the right to add or change the job requirements at any time.

　　Position Requirements:

　　Basic Qualifications:

　　Bachelor\'s degree in IT field of study, or commensurate workexperience, required.

　　2+ years of work experience in Information Technology Service Managementfield, required.

　　Professional certification in ITILv4 or ITSM, preferred.

　　Bank OZK is an equal opportunity employer and give consideration foremployment t qualified applicants without regard to race, color,religion, sex, national origin, age, sexual orientation, genderidentity, disability status, protected veteran status, or any othercharacteristic protected by federal, state, and local law. Member FDIC.