Description RESPONSIBILITIES #Ll-Hybrid *Flexible Work Arrangement Available: Monday, Tuesday & Wednesday On-site in Newark, Ohio; two days Remote work available. Supervisory Responsibilities: Interview and select candidates for openings, set goals for associates, assign tasks/duties, conduct on-the-job training, develop associates' skills and encourage growth, prepare disciplinary write-ups as appropriate, prepare and conduct performance reviews and make recommendations for salary adjustments, approve timecards for 9 FTEs and other duties associated with managing a staff Collaborate with Business Services, Process Engineering and Platform Engineering teams to translate the needs identified by the Portfolio Management teams into standard offerings in the enterprise service catalog Improve the usability of the enterprise ITSM framework and service catalog by reducing interaction cost, and increasing the utilization of self-services by users to ultimately reduce the demand on IT staff Collaborate with Business Product and Business Services teams to continuously improve service delivery and manage user expectations Manage and lead Park National Banks IS Service Desk team to ensure daily delivery targets are achieved and established process & procedures are followed Lead the problem management practice that actively seeks out and addresses the common underlying causes of high-volume incidents Institute a global knowledge base that includes a catalog of known issues and workarounds. Lead the Root Cause Analysis of incidents with a catalog of recurring themes of failure Continually lead the refinement of the CMDB, along with continuous improvements in configurations and workflows in the ITSM platform to increase self-serve capabilities offered by the platform Manage escalations and major incidents including the facilitation of technical/customer bridge lines, logistics, communications and coordination of service area assistance Lead the NOC and institute procedures and processes to proactively monitor and provide the first line of defense against network and systems disruptions and failures Maintain awareness of and adherence to Bank's compliance requirements and risk management concepts, expectations, policies and procedures and apply them to daily tasks Deliver a consistent, high level of service within our Serving More standards Other duties as assigned COMPETENCIES Interpersonal/Customer Service Skills Written and Verbal Communication Ability to understand and follow directions Adaptable to change Basic Computer Skills Organizational Skills/Detail Oriented Analytical Thinking Problem/Situation Analysis Technical Expertise Strategic Planning and Decision Making Creativity Leadership/Management Skills Ability to influence others Ability to build collaborative relationships Ability to develop or mentor others Ability to work as part of a team EDUCATION - CERTIFICATIONS - WORK EXPERIENCE Bachelor's degree in Computer Science or related field required Master's degree in Computer Science or related field preferred Expert knowledge of ITIL framework and have managed transformation and ongoing operation of Service Management processes In-depth knowledge of training and adoption of ITSM self-service paradigms across the organization Expert at leading incident management, RCA, and problem management disciplines for the enterprise Minimum 10 years' experience leading IT best practices in incident, service desk, and problem management SCHEDULE Typical office hours are M-F 8a-5p. This position is exempt and full-time. A minimum 40 hours is required per week. Qualifications Education Bachelors of Computer Science (required) High School (required) Park National Corporation is an Equal Opportunity Employer. It is the policy of the Bank to hire well-