ITSM Process Education Manager

, MD, United States

BankUnited (NYSE: BKU) is a national bank headquartered in Miami Lakes, Florida with banking centers in Florida, the New York metropolitan area, Dallas and Atlanta. BankUnited has two subsidiaries, Pinnacle Public Finance headquartered in Scottsdale, Arizona and Bridge Funding Group headquartered in Hunt Valley, Maryland. We pride ourselves on our entrepreneurial and collaborative culture encompassing the best minds, the brightest talent and the boldest decision makers.

BankUnited is honored to announce that we have been included on the Newsweek and Statista America’s Most Trusted Companies Award List!

BankUnited has been recognized by Newsweek for two outstanding awards in 2023 as one of America’s Greatest Workplaces and as one of America’s Greatest Workplaces for Job Starters , which acknowledges our commitment to creating an exceptional workplace.

Our Culture

At BankUnited, we foster a diverse and inclusive environment where all employees have the opportunity to advance, grow and achieve their goals. Our rally cry is to GO FOR MORE, a call to action to go above and beyond to provide the best customer experience to every client and to GO FOR MORE in your career.

Why BankUnited

Working for BankUnited offers you exciting challenges and opportunities to advance your professional development, while empowering you to deliver and be your best. We are happy to report the average tenure according to LinkedIn insights is 8.3 years. We strive to provide a competitive benefits plan to our employees and are proud to have been nationally ranked #1 as one of the 2023 Healthiest 100 Workplaces in America by Springbuk and awarded HEALTHIEST EMPLOYER by the South Florida Business Journal since 2020.

As a company, we believe we are only as successful as our people and are committed to providing training and innovative resources that prepare you to reach your full potential. That's why in addition to tuition reimbursement, we provide our employees with exciting career coaching, courses and training through our own GO FOR MORE Academy and mentoring opportunities through our iCARE (Inclusive Community of Advocacy, Respect and Equality) program.

At BankUnited, we strive to provide our employees with a work life balance. Specifically, retail branches operate 5 days a week Monday – Friday, excluding evening and/or weekend hours. For many of our positions, we offer a hybrid work environment, as well as a remote work environment for designated positions.

If you thrive in a fast-paced collaborative work environment, Apply Now and start your journey with BankUnited today!

Salary Range: $110,000-$140,000

Job Description

SUMMARY: The individual will establish a sound and consistent process on education of the IT Service Management (ITSM) processes for the enterprise. He/She will develop an ITSM Education Strategy, including non-IT teams, and will be in charge of periodically sending ITSM educational communication to the organization, aligned to the Strategy of transitioning to Products. Topics will include how ITSM is evolving, to day-to-day topics such as Ticket Management Best Practices and applying IT Service Management processes. The role will implement elaborate and creative avenues with graphical/cartoonish content to attract audiences and keep them engaged and aware of the ITSM process evolution. They will also arrange periodic workshops promoting ITSM processes, Policies, Quality Best Practices, etc. not only for IT but to the whole Enterprise and will work with HR on building and updating online training content. This role will also expand the governance of the ITSM processes to the Enterprise, ensure Product teams follow the proper processes (Change Management, Incident Management, Requests, etc.). And will promote alignment to such ITSM process and foster further collaboration. This position will report to the IT Service Process Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned. Establish a consistent framework to effectively communicate ITSM processes using various channels including e-mails, focused sessions, one on one meetings, attractive Quizzes with Prizes, etc.

Closely partner with ITSM process owners and the businesses to assess current maturity on ITSM processes and boost awareness where most needed, mainly focused on the following processes: Change Management, Incident Management, Problem Management, IT Service Requests, IT Asset Management, Configuration Management and ServiceNow Application Delivery. Help drive adoption.

Develop related roadmaps and help drive execution.

Partner with Learning Team to develop online training as appropriate.

Manage ServiceNow Knowledge Base for ITSM Processes with assistance from ITSM process owners.

Support the Governance of ITSM processes including production of adoption rates and other reporting metrics. Help drive ticket data quality maturity.

Assist with the monthly delivery of the ITSM report and make recommendations for enhancements. Work with Reporting Analyst to identify opportunities for automated production of content.

Periodically review ITSM KPIs and advise adjustments

Remain current on industry practices and standards.

Assist ServiceNow Application Delivery with communication plans to prepare the organization for application releases. Help develop related user guide documents.

Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).

Adheres to Bank policies and procedures and completes required training.

Identifies and reports suspicious activity.

EDUCATION Bachelor's degree in a Technology or Business field

EXPERIENCE

7+ years in IT related roles

2+ years of exposure to ITSM processes

2+ years of responsibility for IT education and/or organizational communications

Experience with digital business communications highly preferred (Newsletters, Email Blasts, Multimedia Training, etc)

KNOWLEDGE, SKILLS AND ABILITIES Ability to translate technical subject matter into content understood by all audiences. Promote related process, self-service and technical enhancements to organization.

Exemplary communication and presentation skills is a must (written, verbal and technical)

'Self-starter' with a penchant for visual creativity

Strong interpersonal and collaboration skills

Demonstrated team player.

Proven ability to work autonomously, multi-task and manage multiple projects.

Strong analytical and problem-solving capabilities

Understanding of ITIL, Agile frameworks and Cloud Services

CERTIFICATES, LICENSES, REGISTRATIONS Certifications relevant to ITSM preferred but not required

#J-18808-Ljbffr