2U - IT Operations Engineer

It starts with our culture ...

Common sense has never been common.

If it were, the world would be a different place. Things would run smoothly and on time. People would do what they say and say what they do. Everything would be fair, without all the small talk. And banks would only sell you what you need. When a banker looked at a client, they wouldn't just see a number, they'd see a dad or a mom or a graduate or a business owner. Our Bankers understand the complexities of people's lives and offer simple solutions.

That's the basics of Relationships. Fairness. Simplicity

When you choose our Company, you have an opportunity to make an impact beyond the walls of our buildings.

We have a long-standing commitment to Equity, Diversity and Inclusion. Through lending, investing, grants, and volunteerism, NBH Bank promotes the growth, revitalization and sustainability of the communities we serve. We believe that these are important elements in building and sustaining a successful organization and a positive, results-driven culture. We strive for all of our associates to feel welcome and empowered at work.

This type of position is ideal for someone looking to build a career in finance, banking, and technology. We will provide you training and coaching throughout your onboarding experience, as well as on the job. As you demonstrate success, there will be opportunities for advancement within our organization.

The duties of an IT Operations Engineerrequire a high degree of specialized expertise and skill in maintaining established standards of quality and accuracy. Drive, determination and a self-disciplined approach to achieving results that meet these established criteria are necessary for successful job performance. The job environment is structured and job expectations are clear. While the pace of the work is faster than average, quality is never compromised. The focus of communication and organizational relationships is based on technical expertise. The work requires specialized technical problem solving and ingenuity while working within approved organizational systems and technology, and the demonstration of the values of integrity, quality and caution. New ideas and concepts are also important but will be quickly, yet carefully analyzed and tested before communication and adoption. If the job involves managing others, there is a need for someone who can exercise the necessary authority to assure policies and procedures are followed and time frames are met. At the same time, it will be necessary to give subordinates structured opportunity to develop their own expertise and capability for quality work to assure effective delegation and shared responsibility for work output. It is expected that coaching and training support for achieving effective delegation will be required. The position encompasses a defined span of control and opportunity for someone who engenders trust, demonstrates a sense of urgency and assures consistent achievement of quality standards. The work requires making decisions that support company guidelines authoritatively and quickly.

As an IT Operations Engineer, you will be a vital member of the IT department, responsible for administration of the Jira platform and optimization of internal IT Service Management (ITSM) processes. You will implement end-to-end ITIL standards-based processes in core ITSM disciplines such as Incident, Change, Problem, Request, and Configuration Management. You will serve as one of the Jira Service Management subject matter experts (SMEs). You will support and serve multiple work streams to drive adherence to ITSM goals and outcomes. You will create and communicate reports on ITSM metrics, key performance indicators (KPI), and success criteria. You will identify opportunities to improve ITSM policies, processes, tools, automation, and documentation. You will serve as a liaison between IT Operations and other business and technology teams and stakeholders while identifying pain points and opportunities for improving efficiency and measurables. And this role is responsible for coordinating efforts to ensure environmental readiness for varying projects.

Additionally, you will build relationships with stakeholders, partners, crew members, and peers. You will:

• follow policies and procedures,
• complete administrative tasks correctly and on time,
• support the company's goals and values,
• participate in coordination of disaster recovery planning and preparation,
• build a great rapport with fellow associates, and treat others with respect and consideration regardless of their status or position,
• and perform other duties as assigned.

All associates are expected to maintain current knowledge and consistent compliance with regulations and bank policies and procedures related to the position, including but not limited to Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements.

Minimum Requirements:To be considered for this position, you must possess the following qualifications.

• Bachelor's degree in Computer Science or equivalent combination of education and related work experience
• 3+ years of relevant job experience

• ITIL Foundation certification
• Strong knowledge of Incident, Change, Problem, and Request lifecycles
• Flexible, must be able to change priorities quickly, focus on new ones without distraction, deal with conflict and work under pressure to meet deliverable dates/timelines
• Excellent interpersonal and diplomatic skills as well as a positive attitude
• Strong communication skills, both verbal and written
• Strong organizational and planning skills, with experience documenting processes, creating runbooks, and writing knowledgebase articles
• Ability to negotiate timelines and deliverables with a strong sense of urgency
• Extensive experience with administration of the Jira platform including Service Management, Software, and Confluence modules
• Familiarity with Third Party plugins and integration opportunities with the Jira platform

Desired Qualifications:To be considered an ideal candidate, you should possess some of the following qualifications:

• Advanced degree or certification related to field
• 5+ years of relevant job experience
• Advanced ITIL certification
• Experience with scripting and automation tools to streamline IT Operations reporting and automation
• Experience in the FinTech space

Skills and Abilities:Below is a general list of desired skills and abilities; this is not an exhaustive list.

• Ability to make sound and timely decisions, to consistently deliver on commitments, and assume responsibility for results
• Ability to think creatively and meet challenges with resourcefulness
• Ability to prioritize competing demands and effectively manage multiple tasks and/or projects
• Take initiative to research and resolve problems, and proactively identify opportunities for improving processes and implementing solutions to enhance IT Operations services
• Ability to undertake and complete activities with minimal supervision
• Strong analytical and problem solving skills
• Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instruction and speak clearly to fellow associates

Work Environment:

• Hybrid office environment, manager permitting, with traditional hours
• Sitting for extended periods of time (typically no longer than 8 hours)
• Must be able to work at a rapid pace for long periods of time (typically no longer than 8 hours)
• Must be able to work overtime to the extent necessary
• Must be able to travel - estimated at 5% to 10% of the time

Incentive and Benefits: In addition to your financial compensation, we also offer a generous benefits package that includes insurance, 401k, an associate stock purchase program, paid time off, associate banking perks. For more information about the benefits offered click here.