This position is a hybrid with 3 days a week in the office and 2 days at home.

The position is posted for either location, Westminster, CO or Colorado Springs,CO.

Founded in 1957, Ent is a member-owned credit union with a passion for people, not for profit. With $8+ billion in assets and over 420,000 owner-members across more than forty convenient Front Range locations, Ent is Colorado's largest credit union. In addition to a reputation as a leader in philanthropy and financial literacy, Ent has been nationally recognized by Forbes as the overall #1 credit union in Colorado for four years running. We know that growth, accolades and reputation are a result of the entire Ent family of employees working together to serve our members. To that end, we are equally proud to be recognized as an "employer of choice" and to have received nominations and awards as a "Best Place to Work" in both Southern Colorado and the Denver metro area. Ent's numerous Employee Engagement Groups (EEGs) offer micro-communities of like-minded employees and a chance to express your personal passions through volunteerism and philanthropy while our best-in-class benefits package and competitive salaries reward you for a job well done.

The IT Service Management (ITSM) Process Owner for Incident Management and Change Management will provide the IT organization with oversight and guidance of the associated end-to-end processes including Problem and Release Management. This will be accomplished by working with the ITSM Manager, other ITSM process owners, and IT stakeholders to implement and manage best practices, processes, standards, and policy. The ITSM Process Owner has an advanced understanding of ITIL Incident Management, Change Management, Problem Management, and Release Management as well as the methodologies and techniques needed to guide an organization to the successful attainment of key KPIs and overarching goals of IT Operations. This position will assist in the architecting of strategic priorities, business-aligned processes, and ITSM initiatives acting as the advocate for process and customer experience integrity, as well as the establishment of process best practices, standards, policy, and enabling proper data gathering and validating methods. The results will enable Ent to meet or exceed goals and metrics for various business and IT strategies.

Essential Functions:

• ITSM Process Owner: Establish integrated and systematic process Incident Management, Problem Management, and Change Enablement. Coordinate Release Management in support of related ITSM processes. Develop the organization's expertise in the processes and methods of Incident Management, Problem Management, and Change Enablement practices. Plan, manage, and coordinate the full lifecycle of incidents, problems,and Change in a high interoperability IT environment. Empower people to develop and share knowledge.
• Maintenance: Provides technical support and problem resolution for customer inquiries regarding the new and existing data analytics, policy, process, standards, and best practices.
• Communication: Develops partnerships with the consumers of the data analytics to understand business needs. Trains on provided reports and dashboards, policy, process, standards, and best practices.
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Minimum Formal Education Required for this Position:

• Bachelor's Degree in Computer Science, Data Analytics, Business Management, Accounting, Finance, Process Improvement, or similar field of study.

Minimum Work Experience:

• 4+ years combined experience in incident management, Problem Management, Change Management, and Release Management in IT operations, managed services, or service delivery environment. required

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of "Knowledge Consistent with a Bachelor's Degree in Accounting and 2+ years of accounting experience? could be substituted for a High School Diploma and 6 years of relevant accounting work experience or a Master's Degree in Accounting and 0 years of work experience

Technical or Specialized Knowledge/Skills:

• ITSM
• Advanced Understanding of ITIL and ITSM fundamentals with expertise in Incident Management, Problem Management, and Change Management.
• Experience with implementing and Managing ITSM or ITIL processes.
• Experience working with a CMDB.
• Experience with continuous improvement methods.
• Experience with developing and delivering training on process, standards, and policy.
• Understanding of IT organizations especially service desk or service delivery.
• (preferred) Cherwell or other ITSM tool experience.
• Other skills: Must be comfortable working in highly collaborative environments. Must be able to conduct presentations in group settings in a professional and courteous manner. Must be able to learn new and emerging concepts very quickly. Must be able to maintain good productivity in developing efficient code and database designs in a very timely manner, with defect rates kept to a minimum. (preferred) Experience with Scrum and Kanban development. (preferred) Experience with Visual Studio Team Services (VSTS). (preferred)Project Management experience, tools, and methodology familiarity.

Certifications Required:

• Information Technology Infrastructure Library (ITIL) 3 or 4 Certification within 90 Days required
• Knowledge Center Support (KCS) Certification preferred

Environmental, Physical and Psychological Requirements

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Frequently
• Lifting - Rarely (40 Lbs)
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Occasionally
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Occasionally
• Talking - Frequently
• Hearing - Frequently
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Occasionally
• Noises louder than normal speaking volume - Occasionally
• Temperature Changes - Rarely
• Atmospheric Conditions - Rarely

The salary range for this position is: $80,475.20 to $105,622.40 (IT15) 

This position is eligible for an annual corporate bonus based on performance

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

Benefits Summary Sheet - 2022

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)