Bank of the West Military and Veterans Banking Jobs

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Bank of the West ITIL Problem Manager in Omaha, Nebraska

ITIL Problem Manager


At Bank of the West, our people are having a positive impact on the world. We’re investing where we feel we can make the most impact, like advancing diversity and women entrepreneurship programs, financing for more small businesses, and promoting programs for sustainable energy. From our locations across the U.S., Bank of the West is taking action to help protect the planet, improve people’s lives, and strengthen communities. We are part of BNP Paribas, a global leader supporting the UN Sustainable Development Goals (SDGs). Yes, we’re a bank, but as the bank for a changing world, we are continually seeking to improve the ways we help our customers, while contributing to more sustainable and equitable growth.

Job Summary

The ITSM global team consists of multiple SME’s who assist the global process owner in designing, creating and maintaining the company’s IT services. The ITIL Business Analyst will strives to develop a reliable IT service and improve the organization's existing IT service infrastructure. You will be responsible for maintaining a high-level standard when dealing with the companies IT services and governance model. Problem management as well as CMDB functions are core services that are heavily relied upon by IT and the ITSM team is the bridge for IT and business in coordinating and ensuring predictability for IT and its Business. The team will have SME’s to focus on the core services as dictated by the manager with the objective to provide quality services using the ITSM platform to develop efficiency and consistent results.


The ITIL Business Analyst has broad responsibilities for the deployment of ITSM related process and services. This includes:

  • Contribute to day-to-day operations as necessary assisting co-workers in delivering our services.

  • Management of the Problem process for BNP Paribas North America using ITIL v4 good practices and global Bank policies as guidance.

  • Adhere to Global process policies and guidelines.

  • Develop local procedures and enforce process operation.

  • Support Problem detection, logging and cross-referencing across problem lifecycle.

  • Support internal and external risk, compliance and audit controls.

  • Participate in meetings with Global counterparts representing process operation at AMER region.

  • Report to Management.




  • 5 years overall experience with a background in ITSM Problem management and correlated operational processes.

  • Clear and precise knowledge of the relationships between the ITSM processes.

  • ITIL Foundation.

  • ITIL Intermediary/Practitioner level or higher ( Good to have ).

  • ITSM Tooling including KEDB management

  • Ability to create a collaborative environment and deliver a consensus agreement with key IT personnel.

  • Good at organizing and managing multiple priorities and/or projects by using appropriate methodologies and tools.

  • Ability collect, organize and analyse operational data from various IT systems.

  • Understand complex systems to support failure investigation.

  • Excellent written and oral communication skills, with the ability to explain complex issues clearly and concisely to audiences of varying technical levels.

  • Ability to work effectively in geographically dispersed cross-functional teams.

  • ITIL and process minded.

  • In depth knowledge of the process workflow and process KRI/KPI’s.


  • Bachelor’s degree

Equal Employment Opportunity Policy

Bank of the West is an Equal Opportunity employer and proud to provide equal employment opportunity to all job seekers without regard to any status protected by applicable law. Bank of the West is also an Affirmative Action employer - Minority / Female / Disabled / Veteran.

Bank of the West will consider for employment qualified applicants with criminal histories pursuant to the San Francisco Fair Chance Ordinance subject to the requirements of all state and federal laws and regulations.

Job: Business Analysis

Location: United States-Nebraska-Omaha

Requisition ID: 056686