Lead ITIL Process Analyst

Fifth Third Bank Hebron, KY 2019-07-11
Job Description

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As part of the ITIL Process discipline, functions in a team leadership role for the definition of ITIL process use at Fifth Third and ongoing governance and related improvements to ensure the quality of services delivered to our customers and partners. Is the liaison between the IT Quality team and the IT LOBs representatives.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.


  • Leads cross functional teams that contribute to the definition of the processes, standards, and methodologies, their adoption and governance.
  • Ensures adherence by the IT LOBs to the enterprise policies, standards, processes, procedures and guidelines for all ITIL processes.
  • Responsible for identification of integration points with other processes. Ensures all integrated processes are fully documented and understood by all IT LOBs.
  • Responsible for the identification of appropriate automation and process technology support.
  • Responsible for ensuring analyses of data, establishment of new governance metrics, KPI’s, and additional reporting.
  • Partner with IT LOBs to ensure ITIL processes are understood, adhered to, and improved.
  • Provide leadership for the implementation of ITIL processes.
  • Interpret metrics and participate in the development of appropriate actionable plans for the definition of a new and/or improvement of an existing ITIL process. This will include detailed tactical steps to drive the changes desired with clearly defined success criteria.


  • Requires 3-4 years of prior management/leadership experience. Requires 4-6 years of prior technical experience.
  • Proficient in rolling out methodologies, processes, standards and/or policies.
  • Minimum of ITIL Foundations certification. More advance ITIL certifications desired.
  • Proven track record of leading successful change across functional and geographic boundaries.
  • Self-confident, results-oriented, persuasive and influential.
  • Proficient in fostering collaboration across organizational boundaries. Excellent negotiating abilities.
  • Excellent communication and interpersonal skills, and a high level of integrity and personal ethics are essential.
  • Required experience with the Financial Services industry and regulatory and compliance guidelines.
  • Bachelor’s degree in computer science or other relevant area.
  • Ability to estimate the financial impact of EA alternatives.
  • Ability to apply multiple solutions to business problems.
  • Ability to rapidly comprehend the functions and capabilities of new technologies.

Lead ITIL Process Analyst

LOCATION - Cincinnati, Ohio 45227

Fifth Third Bank is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.

Cincinnati-United States of America
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