As a leading regional bank, SouthState has been providing financial solutions to individuals, families, and businesses in the Southeast for more than 100 years. SouthState team members strive to create remarkable experiences while building meaningful and lasting relationships. We are proud to be a reflection of the communities we serve, and our team members share core values that make SouthState a great place to bank, and a great place to work.

SUMMARY/OBJECTIVES

The IT Service Management Process Lead will be responsible for ensuring the Information Technology services provided to the bank meet the needs of its users and operates as efficiently as possible. The bank has its set of processes designed to ensure quality and efficiency. As the ITSM Process Lead you are responsible for defining and maintaining those processes, ensuring that they can be effectively executed. This includes identifying the workflow, monitoring progress, performing audits, and improving overall efficiency. This role will focus on IT service management (ITSM) discipline that includes ITIL (Information Technology Infrastructure Library), CMDB (Configuration Database Management), and Change Management. The ITSM Lead will review, create, and assist with best practices and policies that helps the bank to successfully deliver IT services.

ESSENTIAL FUNCTIONS

* Responsible for the effective management of all aspects of IT systems including planning, implementing, operation, and maintenance.

* Successfully transforming the IT organization by delivering best practices supporting IT Service Management and overall Operations Service Delivery.

* Promote and champion the benefits of Incident, Change, Knowledge Management, CMDB and other IT Service Management processes.

* ITSM helps the bank to meet the technological needs of their customers cost-effectively.

* Supporting business goals by enabling the bank to identify opportunities for improvement and evaluate their IT performance against best practices.

* Define as a set of organizational processes and controls designed to deliver IT services to meet business objectives efficiently, effectively, and reliably.

* Review IT assets and resources to ensure that they are running efficiently.

* Coordinate the deployment of IT systems, including infrastructure, applications, and services, also monitor operational performance and respond to IT incidents as necessary.

* Responsible for ensuring the identification, documentation, and implementation of service requirements (once the service is in the live environment). And it specifies IT organization know-how.

* ITSM aims to provide the processes essential to supply the services that are managed, required to assure that duties and responsibilities for the processes are determined and processes are established, executed, and improvised.

* ITSM is required to assure that assets are appropriately managed in a view to implementing a set of requirements.

* Full understanding of the business impact of technology solutions and can identify areas where automation can be applied. Familiarity with current regulations regarding data security, privacy, and data retention policies.

COMPETENCIES

* Advanced knowledge MS Office tools, particularly Excel, PowerPoint, Visio, Word, and SharePoint

* Ability to learn and grasp new concepts and business processes quickly.

* Detail-oriented with ability to communicate with diverse stakeholders.

* Organizational skills: ability to multi-task and prioritize; strong attention to detail; ability to work in a dynamic environment, independently and within teams.

* Highly motivated self - starter.

* Excellent problem-solving skills with a detail-oriented approach to data analysis and reconciliation.

* Strong communication and interpersonal skills to collaborate effectively with stakeholders at various levels.

* Ability to work independently and prioritize tasks in a dynamic, fast-paced environment.

* Demonstrated ability to assess environments, conduct gap analysis, recommend improvements, develop, and implement best practices, processes, and methodologies.

* Knowledge of workflow process documentation and analysis.

* Self-motivated and able to work independently and take initiative in identifying and addressing challenges.

* Experienced in effectively coordinating multiple initiatives and working with conflicting priorities in a fast-paced environment.

* Superior written and verbal communication/presentation skills with the ability to interact with various stakeholders across the organization.

* Flexible to work in a constantly changing, high-pressure environment

Qualifications, Education, and Certification Requirements

* Education: Bachelor of Science in Computer Science, a similar technical discipline or comparable experience

* Experience:

* 5+ years relevant experience in ServiceNow ITSM platform modules

• • Must have solid technical knowledge about their industry's platforms, applications, and systems.

* Information Technology, ITIL, Process Improvement, Data Analysis, Business Analysis, Project Management, Reporting & Metrics, ServiceNow Implementation and Platform Support and Administration

Certifications/Specific Knowledge:

* Lean Six Sigma Certification

* ServiceNow Platform Certification

* ITIL v4 Foundations Certification

* Required annual compliance training.

* New Employee Orientation

PHYSICAL DEMANDS

Must be able to effectively access and interpret information on computer screens, documents, and reports. This position requires a large amount of time in front of a computer. This can be done sitting or standing with use of the right desk.

WORK ENVIRONMENT

Telecommuting roles no matter if hybrid or 100% full time telecommuting must have a secure home office environment that is free from background noise and distractions. They must also have a reliable private internet connection that is not supplied by use of cellular data (hot spot). Cable or fiber connections are preferred. Requirements are subject to change, as new systems and technology is delivered. Travel may be required to come to meetings as needed.