Advanced IT Production Support Analyst

Wintrust is a financial holding company with approximately $50 billion assets under management and traded on the NASDAQ:WTFC. Built on the "HAVE IT ALL" model, Wintrust offers sophisticated technology and resources of a large bank while focusing on providing service-based community banking to each and every customer. Wintrust operates fifteen community bank subsidiaries with over 170 banking locations in the greater Chicago and southern Wisconsin market areas. Additionally, Wintrust operates various non-bank business units including commercial and life insurance premium financing, short-term accounts receivable financing, out-sourced administrative services, mortgage origination and purchase, wealth management services and qualified intermediary services for tax-deferred exchanges.
Why join us?

• An award-winning culture! We are rated a Top Workplace by the Chicago Tribune (past 8 years) and Employee Recommended award by the Globe & Mail (past 6 years)
• Competitive pay and discretionary or incentive bonus eligible
• Comprehensive benefit package including medical, dental, vision, life, a 401k plan with a generous company match and tuition reimbursement to name a few
• Promote from within culture

Why join this team?

• Our team has the opportunity to interact with cross-functional teams, across the IT organization.
• Our team has visibility outside the IT organization, with our Major Incident Management program.
• Our team has an opportunity to learn multiple technology domains, as we participate in bridge calls.

Position Overview
Performs day-to-day operations, and collaborates with cross-functional teams, for Information Technology major incident, problem & change management functions within an Information Technology Service Management methodology.
What You'll Do

• This role performs the day-to-day operations and full life cycle management of Information Technology major incident and problem management in adherence with the defined corporate standards and departmental procedures. This includes providing communication, facilitation, recording and management of active major incidents as well the Root Cause Analysis (RCA) process (Problem Management) and monitoring implementation of corrective actions.
• This role will collaborate with cross-functional teams that span across multiple technology domains, and must have a strong ability to manage an incident bridge call
• The role performs the full life cycle of the IT change management processes. This includes review of all change requests for completeness and providing appropriate approvals, working with stakeholders if any information is missing or incomplete, review of Standard change templates and rotational responsibility to host a Change Technical Review and Change Advisory Board meeting
• This role requires a rotational responsibility of being on-call for after-hours major incident management support. The role is part of a team that supports the major incident function 24x7.
• This role collaborates with appropriate leadership and stakeholders to ensure all support guidelines are met as well as to gain an understanding of departmental business structure and requirements, to manage line of business Playbooks
• This role records minutes and creates Release Notes for the Technical Review, Change Advisory Board and Go/No-Go Change Meetings.

Qualifications

• 3-5 years of related experience
• Bachelor's degree or equivalent work experience.
• Strong knowledge of multiple technology domains
• Demonstrated ability to facilitate troubleshooting incidents and facilitate root cause analysis with cross-functional teams
• Change management process knowledge and tool experience
• Excellent team player with team building skills
• Strong verbal and written communication skills
• Excellent problem solving skills with attention to detail
• Strong technical and process aptitude
• Strong partnership and collaboration with cross-functional teams to institute best practices across the entire enterprise
• Preferred - ITIL certification, prefer ITIL Practitioner in Change and experience in ServiceNow

From our first day in business, Wintrust has been proud to serve a variety of unique communities and people from all walks of life. To be Chicago's Bank® and Wisconsin's Bank®, we need to reflect that diversity both in all the communities we serve, the people we employ, the organizations we work with, and our banking and lending practices. Wintrust Financial Corporation, including community banking and financial services subsidiaries, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, disability, or status as a covered veteran or any other characteristic protected by law.