Since 1973, East West Bank has served as a pathway to success. With over 120 locations across the U.S. and Asia, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities, and our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand our associates’ potential for career advancement.
Headquartered in California, East West Bank (Nasdaq: EWBC) is a top performing commercial bank with an exclusive focus on the U.S. and Greater China markets. With a strong foundation, and enterprising spirit and a commitment to absolute integrity, East West Bank gives people the confidence to reach further.
East West Bank is seeking for an ITSM Process Lead to join our IT Operations Risk Management team. The ITSM Process Lead will work to identify, develop, assess, and validate IT processes against acceptance criteria and help establish IT process Risk Assessment Oversight program. The successful candidate will play a critical role in ensuring IT processes adhere to risk management and compliance standards.
Responsibilities Help establish IT Process Risk Assessment Oversight ProgramIdentify, develop, assess, and validate IT processes and performance metrics against acceptance criteria to ensure expected deliverables and control effectivenessManages activities that support, improve, and maintain the complete lifecycle for ITSM processesManages and track appropriate service performance levels including SLAs, KPIs, and KRIs for all IT Operations processesLeverages industry-leading standards, practices and frameworks to determine how ITSM processes will be designed and/or improvedDevelops and utilizes reports and dashboards to monitor and support ITSM process performance and complianceEscalates deficiencies of processes/service performance levels according to established policies, standards, and procedures as appropriatePartner with various IT Operations groups and provide support of continuous process improvement initiativesAssists in the development and implementation of performance metrics and measurement toolsProvide support as needed to ensure proper execution of IT processesPerform other duties as assigned by management Qualifications Bachelor’s degree or higher in Information Systems, Computer Science, and or equivalent combination of work experience.Minimum of 8 years in planning, designing, developing, implementing, or supporting ITSM processesExperience with ITSM tools (e.g. JIRA, ServiceNow, etc)Experience developing and delivering IT process metrics and reportingIn-depth experience of ITSM with specific focus to ITIL processes (Asset Management, Incident Management, Change Management, Problem Management, Service Level Management, etc.).Knowledge of key ITSM metrics such as Mean Time to Resolution (MTTR), First Contact Resolution (FCR), Change Success Rate (CSR), and Service Availability.Understanding of areas such as servers, databases, storage, backup and recovery, asset management, certificate management, capacity, etc.Professional certification of ITIL or similar preferredBanking/Financial Services background desiredDetail oriented with strong organizational and prioritization skills.Strong communication and writing skillsWorking knowledge of Microsoft Word, Excel, PowerPoint, Visio Compensation The base pay range for this position is USD $120,000.00/Yr. - USD $160,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location. Options Apply for this job onlineApplyShareEmail this job to a friendRefer <p style="margin: 0px;"><span style="color: #54585a;">Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.</span></p> Share on your newsfeedEast West Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status. Reasonable accommodations for disability are provided to applicants and employees in accordance with applicable law. Application FAQs
Software Powered by iCIMS
www.icims.com