Lead ITSM Analyst - Change at TIAA (Charlotte, NC)

| Charlotte, NC
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TIAA has an opportunity for an experienced Lead ITSM Analyst to support their ITSM Team in Charlotte, NC. This role will coordinate the review and approval of planned changes to the IT infrastructure and services. The position will be considered the subject matter expert that will have daily oversight and governance of an ITIL-based global ITSM process framework.

The Lead ITSM Analyst will focus on improving customer experience and operational stability. This position reports directly to the Manager of Enterprise Change Management and will be a part of the ITSM team that works in close partnership with IT Service Delivery staff to drive operational excellence and continued improvement while delivering on the day-to-day requirements for both the Change and Release management processes.

Key Responsibilities and Duties
• Change Manager who will drive and implement our organizational change toolkit, methodology, and activities across multiple projects and platforms• Provide guidance and direction to all users of the Change and Release management processes • Provide oversight to the execution of the Change Management standards defined by the Enterprise Change Policy• Appropriately assess risk when changes are approved, demonstrating consideration for the firm's reputation and safeguarding TIAA, its clients, and assets, by driving compliance with applicable policy,• Drive, influence and improve change management tools and processes• Coordinate interfaces between change management and other processes• Identify areas for optimization and formulate remediation plans• Be an advocate for the change process

Educational Requirements
  • University (Degree) Preferred

Work Experience
  • 5+ Years Required; 7+ Years Preferred

Physical Requirements
  • Physical Requirements: Sedentary Work

Career Level

  • 5 or more years' experience with IT Infrastructure Library (ITIL) processes.
  • Working knowledge of IT operations and architecture.
  • Experience with ITIL Change Management principles.
  • Understanding and awareness of release management.
  • Understanding and awareness of SDLC.
  • Experience in writing complex process documents.

  • Degree in Computer Science or a related field or Military experience
  • ITIL Certification in Service Transitions (ST) or Release Control and Validation (RCV)
  • Ability to work occasional weekends.
  • 4 years' experience working with a medium-scale ServiceNow ITSM solution
  • 2 years' experience with designing service management workflows
  • Very strong analytical thinker
  • Highly motivated team player able to work across organization structures
  • Excellent communication skills

Potential Salary: $140,300.00 USD

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans).

Company Overview

TIAA is the leading provider of financial services in the academic, research, medical, cultural and government fields. We offer a wide range of financial solutions, including investing, banking, advice and education, and retirement services.

COVID-19 Vaccination

TIAA requires all U.S. employees to be fully vaccinated against COVID-19 and provide documentation of full vaccination, unless you qualify for an accommodation as determined by TIAA consistent with applicable law.

Benefits and Total Rewards

The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That's why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being. To learn more about your benefits, please review our Benefits Summary.

Equal Opportunity

We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Read more about the Equal Opportunity Law here.

Accessibility Support

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:

Phone: (800) 842-2755

Email: [email protected]

Privacy Notices

For residents of California, please click here to access the TIAA CA Applicant Privacy Notice.

For residents of the EU / UK, please click here to access the EU / UK Pre-employment Notice.

For all other residents, click here to access the Applicant Privacy Notice.
More Information on TIAA
TIAA operates in the Fintech industry. The company is located in New York, NY, Boston, MA, Charlotte, NC, Austin, TX and Denver, CO. TIAA was founded in 1918. It has 11484 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 101 open jobs at TIAA, click here.
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