About the position
Join the First Hawaiian Bank 'ohana, where our culture flourishes with purpose. We prioritize the 3 C's - Caring, Character and Collaboration - ensuring a workplace that is not only rewarding, but deeply fulfilling. Consistently recognized as one of the 'Best Places to Work in Hawaii' for 14 consecutive years, we take pride in our longstanding commitment to both our team and the communities we serve, spanning over 165 years. Step into a career that offers stability, excitement, and growth. Experience the thrill of a dynamic environment paired with a comprehensive training program. Plus, enjoy the perks of our competitive compensation and benefits package. If you are ready for a career that empowers you to thrive, your journey starts here. First Hawaiian Bank is currently seeking a collaborative, analytical IT Service Management Platform Manager to join our IT Infrastructure Department - IT Service Management team.
Responsibilities
- Oversee the design, implementation, and continuous improvement of the ITSM platform, encompassing IT Service Management (ITSM) and other platform modules.
- Lead a team of developers, analysts, and administrators, collaborating with application owners, business units, and external partners to deliver innovative solutions.
- Develop and enhance automation practices across key areas, including but not limited to Incident, Request, Problem, Change, Portfolio, and Asset Management.
- Drive the global adoption of Service Management processes, ensure alignment with organizational goals, and promote best platform governance and scalability practices.
- Leverage ServiceNow's full capabilities to streamline workflows, optimize service delivery, and support strategic business objectives.
Requirements
- Bachelor's degree in an IT-related field or equivalent work experience required.
- 2+ years of management experience with IT Service Management development, administration, implementation, and project management.
- 2+ years of experience in leadership, overseeing developers or technical teams.
- Experience in driving IT Service Management governance, including defining policies, standards, and best practices.
- Experience with performing, tuning, and optimizing IT Service Management applications.
- Hands-on experience with IT Service Management solution integration with third-party systems.
- Advanced knowledge of ITIL and Familiarity with ITIL, CD/CI, and Agile processes.
- Collaboration tools admin skills a plus (Exchange/SharePoint/Confluence/TEAMS/Slack/JIRA/Agile Central/etc.).
- Excellent interpersonal skills and ability to communicate effectively with management and end-users.
- Ability to work both independently and in a team environment with professionals of all levels.
- Demonstrated ability to work under pressure and manage multiple deadlines to completion in a timely manner with quality results.
- Strong attention to detail with high levels of accuracy as needed to create quality deliverables.
- Strong proficiency in Microsoft 365 suite of applications.
- Exceptional problem-solving, critical thinking, and analytical skills (ability to conduct thorough root cause analysis to resolve issues).
- Strong organizational and presentation skills.
- Self-driven individual with good project management skills.
- Skilled in examining and re-engineering IT operations and procedures, formulating policy, and developing and implementing new strategies.
- Ability to implement process improvements through automation.
- Demonstrated a growth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.
- Strong leadership skills with ability to lead, inspire, and motivate team members.
- Familiar with legal and technical issues involving vendor contract negotiations.
- Demonstrated ability to work effectively with minimal supervision.
- Demonstrated initiative when identifying needs or issues.
- Experience with compliance, governance, and audits.
- Ability to handle confidential matters judiciously.
- Ability to work onsite.
Benefits
- Comprehensive benefits program for all employees
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