IT Service Management Manager (Remote - Ohio/NC)

This is a remote role that may only be hired in the following location(s): North Carolina and Ohio.

This position enhances the operational reliability, functionality, and efficiency of assigned programs or processes within Information Technology (IT). Facilitates the development and maturity of IT service abilities by driving continuous positive change. Serves as a technical resource as needed and monitors compliance with all applicable IT or Enterprise Service Management (ITSM or ESM) standards or regulations. Ensures process improvements or changes are appropriately documented, implemented, and managed throughout the change lifecycle.

• Process Improvement - Drives positive change or improvements in IT processes, programs, and procedures to enhance operational capabilities. Reviews processes, programs, or procedures to identify areas of improvement. Ensures changes, incidents, or problems are successfully implemented or resolved while the service level is maintained across platforms. Leads or assists in coordinated resolution efforts within major incident management processes as needed.
• Reporting - Responsible for documenting, reporting metrics, and monitoring events within the ITSM or ESM process methodology.
• Collaboration - Leads associates and business teams in problem resolution, support activities, and change management. Collaborates with management, teams, and other business units the development, review, and implementation of process improvements. May assist in training others on implemented changes or technical processes.
• Communication - Effectively documents, organizes, and presents information in various levels of detail to the organization. Presents summaries of findings in various formats to all levels of the organization.

Bachelor's Degree and 6 years of experience in Operational Information Technology services and support including processes, programs and procedures. OR High School Diploma or GED and 10 years of experience in Operational Information Technology services and support including processes, programs and procedures.

Preferred Area of Experience: ITSM Process Management (Change, Incident, Problem, or other relevant ITSM or ESM process).License or Certification Type: ITIL Certification Preferred, Six Sigma Preferred

Preferred Qualifications: Currently a contractor or contingent worker for First Citizens Bank

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.