Information Technology Analyst

Hancock Whitney; Gulfport (MS); On-site; USD 65,000 - 90,000; Full time

Job summary

Hancock Whitney seeks a ServiceNow Administrator/Application Owner to gather requirements, code, test and deploy new business apps, while managing incident and request data quality.

You will lead daily Service Management meetings, monitor SLAs, and drive ITIL-aligned improvements across Change, Incident, and Problem processes. Banking domain experience preferred.

Qualifications

• Bachelor's degree required.
• 2-3 years Banking experience preferred.
• 1-2 years' ServiceNow Administrator experience strongly desired.
• A combination of education and experience acceptable.
• ITIL certification preferred.
• Extensive knowledge of Microsoft Office products (Word, Excel, Access, PowerPoint, Outlook).
• Knowledge of Microsoft software.
• Excellent organizational skills.
• Self-motivated.
• Ability to work independently.
• Maintain high level of credibility.

Responsibilities

• Administrates ServiceNow and assists with and design/upgrades.
• Develops new applications on the ServiceNow Platform using Javascript, Powershell, Jelly, HTML, CSS, XML.
• Leads requirements gathering and documents detailed designs for new custom products.
• Leads daily Service Management Meetings and monitors incident SLAs.
• Maintains incident and request management data quality programs.
• Maintains ITIL-aligned Problem Management program.
• Serves as IT liaison for prioritization of Problems.
• Supports Continuous Improvement programs for IT Production Services.
• Through trend analysis, increases software stability and reduces calls.
• Monitors and streamlines IT processes for effective operations.
• Ensures major processes are integrated and improvements coordinated.
• Performs other duties and special projects as assigned.
• Comply with applicable banking laws and regulations.

Skills

ServiceNow administration

Business requirements gathering

Software development on ServiceNow

ITIL awareness

Microsoft Office proficiency

Strong organizational skills

Independent work capability

Communication skills

Education

Bachelor's degree

ITIL certification

Tools

Microsoft Office suite

Job description

JOB FUNCTION / SUMMARY:

The person in this job is a ServiceNow administrator and application Owner. This position is responsible for gathering business requirements and development activities to code, test and deploy new business applications as needed; Maintains and executes the Bank's Incident and request management data quality programs; Leads daily Service Management Meetings, monitors Incidents overdue or approaching the Service Level Agreement (SLA).

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Administrates ServiceNow, requesting cloning of systems, assisting with and complete new designs/upgrades, and other administrative duties associated with ServiceNow, including identifying and recommending ServiceNow capabilities that can be extended to support IT effort of continual service improvement.
• Develops new applications on the ServiceNow Platform using Javascript, Powershell, Jelly, HTML, CSS, XML.
• Leads requirements gathering and business process review meetings and develops detailed design documents for new custom products.
• Leads daily Service Management Meetings, monitors incident SLAs, and performs other related duties associated with Service Management.
• Maintains and executes the Bank's incident and request management data quality program and maintains the Continuous Improvement Program for IT Production Services.
• Maintains and executes the Bank's ITIL aligned Problem Management program.
• Serves as IT liaison for prioritization and classification of work effort associated with Problems.
• Maintains and executes the Continuous Improvement program, the IT Customer Survey program and the Business Process Management program for IT Production Services.
• Through trend analysis, increases software stability and lowers technical support calls.
• Monitors and streamlines IT business process to ensure effective and efficient IT operations.
• Monitors each of the processes (Change, Incident, Problem, Request, etc.) and facilitates service improvements as needed in coordination with the process owner.
• Ensures that major processes are fully integrated and that their relationships remain integrated as other processes are added/changed.
• Performs all other duties and special projects as assigned.
• Incumbent is required to comply with all applicable federal, state, and local banking and industry related laws and regulations including but not limited to the Bank Secrecy Act.

SUPERVISORY RESPONSIBILITIES:

None

MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:

• Bachelor's degree
• 2-3 years of experience - Banking Experience preferred
• 1 -2 years' experience - ServiceNow Administrator strongly desired
• A combination of education and experience is acceptable
• ITIL certification is preferred
• Extensive knowledge of Microsoft Office products including Microsoft Word, Excel, Access and PowerPoint and Outlook email program
• Knowledge Microsoft software
• Excellent organizational skills
• Self-motivated
• Ability to work independently
• Maintain high level of credibility

ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:

• Ability to work under stress and meet deadlines
• Ability to travel
• Ability to lift/move/carry approximately 25 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an "undue hardship" then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.

Equal Opportunity/Affirmative Action

All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.