AVP, Information Technology Service Management (ITSM) Developer - Remote

Division: Technology

Department: IT-Service Mgmt & Ops

Reports to: VP, IT Service Management

Status: Exempt

Grade: 11

Salary Range: $66,699 - $141,734

Location: Hybrid within MA, CT, NY, VT, RI

Purpose/Objective:

The AVP Information Technology Service Management (ITSM) Developer serves as the subject matter expert and lead development of the Service Now strategic platform. The developer is responsible for fully understanding best practice within the tool and development/implementation of various business requests and internal IT process. This position will work with the Architecture group and various other teams to gather requirements and integrate into the platform. Also the candidate must understand Configuration Management principles along with ITIL best practices.

Key Accountabilities:

• Serve as the development lead and implementer within Service Now
• Ensure operational adherence in accordance with ATI's ITIL based policies and processes
• Take Business requirements and implement into automation workflows
• Service Portal/Catalog expert
• Identifies and executes continual process improvement initiatives
• Facilitate operational process reviews across multiple service providers and key stakeholders
• Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one's duties.
• CMDB accountability

Education:

• Bachelor's Degree or equivalent experience

Experience:

• ITSM process design, implementation, and development
• Effective interpersonal and communication skills (verbal and written)
• Analytical and problem solving skills
• Ability to manage multiple tasks
• 3 years' experience in Service Now development

Skills & Knowledge:

• Understanding of IT infrastructure and software development methodologies
• Ability to direct and manage external third party service providers in an outsourced environment
• IT Operations Management experience
• IT Asset and Configuration Management experience
• Software Asset Management and License Compliance experience

Berkshire 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 or national origin.