ITSM Change Manager

Zions Bancorporation is seeking an Information Technology Operations Change Manager with ITIL, ITSM, and strong operational leadership experience to join the IT Service Management division as a hands-on player/coach. This role will play a pivotal role in advancing our IT Service Management processes, with a focus on simplifying workflows, reducing friction, leveraging automation, while remaining actively engaged in the day-to-day execution and improvement of the Change and Release process.

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 with the best experience possible for over 150 years. Help us transform our workforce of the future, today.
 
Responsibilities:

• Lead an operations team in support of critical business Change and Release functions to meet stakeholder objectives.
• Promote high-quality IT changes through proper planning, development and testing to ensure system integrity and availability.
• Challenge existing processes and norms, identifying opportunities to move beyond traditional ITIL practices toward more agile, automated, and scalable change management approaches.
• Drive the adoption of automation and AI-enabled capabilities (e.g., predictive risk scoring, intelligent change classification and automated approvals) to streamline change processes and reduce manual effort.
• Partner with Enterprise Technology and Operations (ETO) leadership and Change and Release stakeholders to co-create value through continuous improvement initiatives focused on process simplification, automation and elimination of low-value manual steps across the change lifecycle.
• Own and evolve the Change and Release modules in ServiceNow, leveraging platform capabilities (e.g., workflow automation, AI/ML features, and integrations) to enable intelligent, low-friction change execution
• Schedule, prepare and facilitate Change Advisory Board (CAB) and Release Advisory (RAB) meetings.
• Maintain Change and Release standards, procedures, job aids and trainings.
• Complete controls testing, Risk and Control Self-Assessments (RCSAs), and Key Risk Indicator (KRI) and Key Performance Indicator (KPI) reports.
• Ensure the team has the needed technical skills, competencies, business domain expertise, process knowledge, industry sector knowledge, and capacity to achieve organizational goals and objectives.
• Other duties as assigned (including supporting on-call activities and change management responsibilities outside of normal business hours).

Qualifications:

• 5+ years’ experience leading, mentoring, and cultivating a high-performing team of cross-functional IT operations engineers.
• Hands-on experience with ServiceNow ITSM (Change/Release modules), including workflow configuration, form design, and implementation of process improvements
• Experience in delivering toward SOC 2 Type II or other technology compliance certifications in Fintech or Banking industries is highly desired.
• Excellent analytical, interpersonal and communication skills, both verbal and written. Must be able to communicate effectively with senior business and technical management, vendors, and team members.
• Proven ability to interact with others to identify, analyze and solve problems through close attention to detail.
• Excellent leadership, management, and organizational skills.

• Bachelor’s degree in Computer Science, Information Systems or other related degree. Professional Certifications (ex. ITIL, SAFe, etc.) are highly desired.

• A combination of education and experience may meet qualifications.

Location:
This position is fully in office (5 days a week) at the Zions Technology Center - 7860 South Bingham Junction Blvd, Midvale, UT 84047

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 is the company’s primary technology and operations center. This modern and environmentally friendly technology center enables Zions 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.

Visa Sponsorship:

This position is currently not eligible for employment visa sponsorship (e.g., H-1B visa). This includes, for example, situations where a candidate may have temporary work authorization while enrolled in school or upon graduation (e.g., CPT, OPT) but would need H-1B visa sponsorship within a few years of employment in order to maintain employment eligibility.

Benefits:  

• 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 11 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

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.

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