Experience Inc. Jobs

Associate, IT Service Delivery

• Job ID: 14162

• Functional Area: Information Technology/OZK Labs/Information Security

• Position Type: Full-Time Regular

• Experience Required: 1 - 3 Years

• Location: Little Rock, AR Corporate Headquarters

• Department: Help Desk

• Education Required: Bachelors Degree

• Relocation Provided:

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Position Description:

This position may be located in Little Rock, AR, or Dallas, TX.

Job Purpose and Scope:

Responsible for designing, developing, implementing, and maintaining ServiceNow IT Service Management Product Suite as it relates to Configuration Management Database (CMDB), Hardware Asset Management (HAM), and Software Asset Management (SAM).

Essential Job Functions:

• Gathers and analyzes business requirements and translates into technical solutions on the ServiceNow platform.

• Collaborates with stakeholders to identify opportunities for process improvements and automation using ServiceNow.

• Designs, develops, implements, and maintains ServiceNow applications, modules, workflows, forms, scripts, and integrations based on best-practices and in alignment with business requirements.

• Creates and configures Business Rules, User Interface Policies and Actions, Client Scripts, and other ServiceNow components.

• Codes reviews and provides technical direction for other development resources.

• Conducts thorough testing of ServiceNow applications to ensure functionality, performance, and security standards are met.

• Collaborates with stakeholders to integrate ServiceNow with existing systems and applications.

• Manages the standards guiding the creation, updating, and removal of configuration items and service mappings to ensure accuracy and completeness of CMDB data.

• Collaborates with the IT asset owners to ensure software license compliance and proper hardware asset inventory management and control; supports reconciliation of assets within the CMDB.

• Provides training to end-users on ServiceNow functionality and best practices.

• Offers technical support and troubleshooting assistance to ServiceNow users.

• Maintains detailed documentation of ServiceNow configurations, customizations, and integrations.

• Creates user guides and documentation for internal use.

• Stays current with ServiceNow platform updates, new features, and industry best practices.

• Regularly exercises discretion and judgment in the performance of essential 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) v4 framework.

• Knowledge of ServiceNow, Splunk, and other tools commonly used in an ITSM environment.

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

• Ability to work without close supervision.

• Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.

• 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 continually changing environment.

• Ability to demonstrate attention to detail.

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

• Ability to communicate effectively both verbally and in writing with all levels of the organization, including technical and non-technical stakeholders.

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

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

Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves 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 work experience, required.

• 3+ years of work experience in ServiceNow development, with specialty in CMDB and the ITSM and IT Asset Management modules, required.

• Professional certification or training in ITILv4, ITSM, ServiceNow Developer, ServiceNow IT Asset Management, or IAITAM, preferred.

  Bank OZK is an equal opportunity employer and give consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state, and local law. Member FDIC.