Job Details
**Corporate IT Service Delivery Technician**
CAROUSEL_PARAGRAPH
* Glacier Bancorp
* Missoula, Montana; Helena, Montana; Bozeman, Montana; Kalispell, Montana; Billings, Montana
* 5889
* Full Time
* Non-Exempt
* 02/07/2022
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** Job Description**
**About The Role**
The IT Service Delivery Technician is responsible for providing resolutions for all relevant incidents, and the fulfillment of service requests in support of the organizations service catalog. This role will be responsible for assisting all GBCI personnel with a friendly, efficient, effective, and timely resolution while documenting all steps taken to fulfill the request.
**This is a Corporate Position which can be located in an available bank division location across our eight-state footprint. The entry-rate for this position is $19.87+ / per hour (calculated for Kalispell, MT).** All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background.
**Duties and Responsibilities**
* Monitor and respond to all incidents and requests presented in a timely and customer focused manner. Triage, troubleshoot, and resolve disruptions to service within the ServiceNow environment. Monitor and maintain service queue based on established Service Level Agreements (SLAs). Document all work in ServiceNow system by recording all relevant troubleshooting, actions taken, and following all IT guidelines regarding case quality. Maintain or exceed all GBCI standard SLA response times. Actively coordinate with team members and other service support groups to effectively resolve incidents and requests in a timely manner.
* Work with various teams to gather and document requirements for the ITSM service catalog, while making recommendations to increase efficiency and implement best practices. Build new and update existing service offerings within the current and future ITSM platforms with intuitive forms and powerful workflows, while keeping the Visio master files in-line with each creation and modification.
* Daily evaluates workload and project timelines effectively, meeting critical deadlines, and regularly communicating expected completion times and delays to manager.
* Review and understand standard operating procedures (SOP), make recommendations, and assist with making improvements where possible. Participate in the creation, documentation, editing, and sharing of service delivery related knowledge articles. Identify areas of knowledge for inclusion in user facing artifacts such as how to guides, quick reference documents, and self-service articles. Maintain a strong foundation of skills within the currently supported platforms and keep current with all new emerging related technologies as a Subject Matter Expert (SME)
* Recommend and help implement process and platform changes focused on improving the user experience. Work to maintain efficient and proficient case closure volume and adhere to all team and division guidelines for customer service, technical documentation, and policy adherence. Teamwork
* Trains staff according to program requirements and hardware capabilities providing detailed instructions to support internal processes. Works with other departments to make sure their technology needs are met.
* Security is everyones responsibility. You will read and understand all the SOx and FDIC audit policies and adhere to all directives as prescribed. You will ensure that your work product consistently meets all SOx and FDIC audit directives and policies as defined and consult and work with auditors on the subject matter in question
* Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Must complete the assigned online training courses and achieve a passing score by due date.
**About You**
**Qualifications** To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. **Education** Required Associate Degree - A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.
**Experience** Required 3 - 5 years - Three to five years providing quality customer support; conducting stakeholder meetings with high profile customers such as senior managers as well as conducting focus groups, along with three to five years of increasing responsibility performing IT Support utilizing an ITSM platform, Business Analysis, UX Design, or any combination of the three. Required Knowledge of - experience working in and supporting IT services in a corporate environment. Required Knowledge of - familiarity with the basic priniciples of ITIL. No License/Certification Prefered Net+ Preferred ServiceNow Service Portal Micro-Certification **Required Skills and Abilities**
* Developed sense of professionalism, combined with an outgoing and friendly demeanor, and exceptional personal and customer service skills
* High level of initiative and willingness to tackle unfamiliar situations and technical issues
* Effective Communications Skills, and significant patience and empathy interacting with all employees and staff
* Courtesy and tack are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications require shorter and not in-depth discussions most of the time.
* Will be required to work outside of scheduled hours to respond to technology issues.
**Additional Requirements**
Travel
Occasionak travel required: (less than 10 days per year) by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.
**Working Conditions**
Environment: Indoors, a climate-controlled shared work area.
Noise Level: Minimal noise,
Lifting: Light work: Exerting up to 25 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work. The employee is constantly required to stand and walk.
Vision: Close visual acuity to prepare and analyze data and figures, view a computer terminal, and read the computer screen, printed materials, and handwritten materials.
**Physical Activities:** Balancing: Maintaining body equilibrium to prevent falling and walking, standing or crouching on narrow, slippery, or erratically moving surfaces. Infrequent - rare. Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms. Infrequent - rare. Crawling: Moving about on hands and knees or hands and feet. Infrequent - rare. Crouching: Bending the body downward and forward by bending leg and spine. Infrequent - rare. Feeling: Perceiving attributes of objects such as size and shape, temperature or texture by touching with skin, particularly that of the fingertips. Infrequent - rare. Fingering: Picking, pinching, typing or otherwise working primarily with fingers rather than with the whole hand as in handling. Daily. Grasping: Applying pressure to an object with the fingers and palm. Infrequent - rare. Kneeling: Bending legs at knee to come to a re