Job Description
Description
RESPONSIBILITIES #Ll-Hybrid
*Flexible Work Arrangement Available: Monday, Tuesday & Wednesday On-site in Newark, Ohio; two days Remote work available.
Supervisory Responsibilities: Interview and select candidates for openings, set goals for associates, assign tasks/duties, conduct on-the-job training, develop associates' skills and encourage growth, prepare disciplinary write-ups as appropriate, prepare and conduct performance reviews and make recommendations for salary adjustments, approve timecards for 9 FTEs and other duties associated with managing a staff
Collaborate with Business Services, Process Engineering and Platform Engineering teams to translate the needs identified by the Portfolio Management teams into standard offerings in the enterprise service catalog
Improve the usability of the enterprise ITSM framework and service catalog by reducing interaction cost, and increasing the utilization of self-services by users to ultimately reduce the demand on IT staff
Collaborate with Business Product and Business Services teams to continuously improve service delivery and manage user expectations
Manage and lead Park National Banks IS Service Desk team to ensure daily delivery targets are achieved and established process & procedures are followed
Lead the problem management practice that actively seeks out and addresses the common underlying causes of high-volume incidents
Institute a global knowledge base that includes a catalog of known issues and workarounds. Lead the Root Cause Analysis of incidents with a catalog of recurring themes of failure
Continually lead the refinement of the CMDB, along with continuous improvements in configurations and workflows in the ITSM platform to increase self-serve capabilities offered by the platform
Manage escalations and major incidents including the facilitation of technical/customer bridge lines, logistics, communications and coordination of service area assistance
Lead the NOC and institute procedures and processes to proactively monitor and provide the first line of defense against network and systems disruptions and failures
Maintain awareness of and adherence to Bank's compliance requirements and risk management concepts, expectations, policies and procedures and apply them to daily tasks
Deliver a consistent, high level of service within our Serving More standards
Other duties as assigned
COMPETENCIES
Interpersonal/Customer Service Skills
Written and Verbal Communication
Ability to understand and follow directions
Adaptable to change
Basic Computer Skills
Organizational Skills/Detail Oriented
Analytical Thinking
Problem/Situation Analysis
Technical Expertise
Strategic Planning and Decision Making
Creativity
Leadership/Management Skills
Ability to influence others
Ability to build collaborative relationships
Ability to develop or mentor others
Ability to work as part of a team
EDUCATION - CERTIFICATIONS - WORK EXPERIENCE
Bachelor's degree in Computer Science or related field required
Master's degree in Computer Science or related field preferred
Expert knowledge of ITIL framework and have managed transformation and ongoing operation of Service Management processes
In-depth knowledge of training and adoption of ITSM self-service paradigms across the organization
Expert at leading incident management, RCA, and problem management disciplines for the enterprise
Minimum 10 years' experience leading IT best practices in incident, service desk, and problem management
SCHEDULE
Typical office hours are M-F 8a-5p. This position is exempt and full-time. A minimum 40 hours is required per week.
Qualifications
Education
Bachelors of Computer Science (required)
High School (required)
Park National Corporation is an Equal Opportunity Employer. It is the policy of the Bank to hire well-qualified people. An integral part of this policy is to provide equal employment opportunity for all persons for employment. It is also part of our policy to recruit and administer hiring, working conditions, benefits, privileges of employment, compensation, training, appointments for advancement including promotions and transfers, and terminations of employment for all associates without discrimination because of race, color, religion, citizenship, national origin, sex, age, veteran status, or handicap.
