IT Service Management Analyst

Midvale, Utah
Sep 01, 2023
Oct 02, 2023

Zions Bancorporation's Enterprise Technology and Operations (ETO) team is transforming what it means to work for a financial institution. With a commitment to technology and innovation, we have been providing our community, clients and colleagues the best experience possible for over 150 years. Help us transform our workforce of the future, today.


We are seeking an experience IT Service Management Analyst to provide support and process improvements while expanding our IT Service Management (ITSM) program. You will be part of an experienced team of technology governance ITIL process leaders and owners. As a Release Management Analyst, you will play a crucial role in ensuring the smooth and efficient deployment of software releases and updates to our IT environment. You will collaborate closely with development, testing, and operations teams to facilitate a seamless release process. To be successful in this opportunity it is important that you have strong skills developing and maintaining trusted relationships and partnerships. If you enjoy driving process improvements, process documentation and driving execution and results, this role is perfect for you!


Zions Bancorporation's Technology Governance team assures a well-managed technology practice by developing and overseeing the execution of robust processes aligned to industry best practices. We are a behind-the-scenes force that ensures our technology operations are efficient and scalable. Our work constantly evolves, delivering outcomes that improve the lives of our employees and customers. Come work with some of the best banking technology professionals as we continually evolve the industry!


The IT Service Management Analyst will:

·       Coordinate Release Management process activities across multiple functions including operations, engineering, development, QA, project management, audit, and business stakeholders.

·         Ensure processes are documented, reviewed, and approved in compliance to the established controls and procedures.

·         Support process owners and business stakeholders in the assessment of risks.

·         Analyze ITIL process trends to identify strengths and areas for continuous improvement.

·         Cross-train with other ITSM analysts including Major Incident and Problem Management, Release Management, and Change Management to ensure coverage and promote cross-disciplinary process improvement.

·         Communicate Release status through regular reports and presentations to various audiences, including management and key stakeholders.

·         Collaborate with cross-functional teams to identify release requirements and dependencies.

·         Develop and maintain release documentation including release notes and implementation plans.

·         Promote the development and enhancement of release management processes and practices.

·         Guide and support Business Owners in troubleshooting release-related incidents.




·         Proven experience in release management, preferably within an ITIL framework.

·         Strong understanding of IT Service Management principles and practices.

·         Proficient in the coordination and management of complex release schedules.

·         Excellent communication skills, with the ability to collaborate effectively across teams.

·         Detail-oriented mindset with a focus on accuracy and precision.

·         Problem-solving skills to identify and address issues during release cycles.

·         Experience utilizing ServiceNow.

·         Bachelor's degree in Information Systems, Computer Science, Business, Finance, or related field is preferred.

·         4+ years' experience in Information Technology, Service Management, Service Operations, or related experience in Change Management, Release Management, Incident and Problem Management.

·         2+ years' utilizing ITSM tools, such as ServiceNow.

·         Strong leadership and effective interpersonal and communication experience interacting with all levels of the organization in the context of process design, process improvements and execution.

·         ITIL certification or relevant training.




·         ITIL v4 certification 

·         Experience with release management tools and version control systems

·         Familiarity with Agile and DevOps methodologies.


A combination of education and experience may meet requirements.


Location: This opportunity is located in our new Zions Technology Center in Midvale, UT. We have a hybrid schedule of 3 days in the office and 2 days at home if you are within the Salt Lake City area.


The Zions Technology Center is a 400,000-square-foot technology campus in Midvale, Utah. Located on the former Sharon Steel Mill superfund site, the sustainably built campus will be the company's primary technology and operations center.  This modern and environmentally friendly technology center will enable Zions to continue to compete for the best technology talent in the state while providing team members with an exceptional work environment with features such as:


·         Electric vehicle charging stations and close proximity to Historic Gardner Village UTA TRAX station.

·         At least 75% of the building is powered by on-site renewable solar energy.

·         Access to outdoor recreation, parks, trails, shareable bikes and locker rooms.

·         Large modern cafe with a healthy and diverse menu.

·         Healthy indoor environment with ample natural light and fresh air.

·         LEED-certified sustainable building that features include the use of low VOC-emitting construction materials.



Apply now if you have a passion for impactful outcomes, enjoy working collaboratively with co-workers, and want to make a difference for the clients and communities we serve.



·         Medical, Dental and Vision Insurance - START DAY ONE! 

·         Life and Disability Insurance, Paid Parental Leave and Adoption Assistance

·         Health Savings (HSA), Flexible Spending (FSA) and dependent care accounts

·         Paid Training, Paid Time Off (PTO) and 12 Paid Federal Holidays

·         401(k) plan with company match, Profit Sharing, competitive compensation in line with work experience

·         Mental health benefits including coaching and therapy sessions

·         Tuition Reimbursement for qualifying employees

·         Employee Ambassador preferred banking products

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