U.S. Bank Regional Support Engineer in Boston, Massachusetts
U.S. Bank is seeking a Regional Support Engineer who possesses strong relationship management skills and IT competency, specifically in areas of PC, Server, Network, Printer and the branch software applications and the interdependencies and interactions between all the elements.
The strategic responsibilities of this role are to work alongside the US Bank branch offices within a specific region and ensure the individual branch bank is successful with their back office infrastructure within the IT domain. Specifically building out a roadmap for new upgrades, decommissioning of infrastructure, future growth, event planning, ensuring the appropriate support of break/fix is in place, assisting the branch resources with education and “how to”, and ensuring the branch office remains operational with efficient use of their hardware.
To accomplish these activities, the Regional Support Engineer is responsible to develop relationships with the branch leadership and personnel, perform reoccurring onsite visits, develop expectations and criteria for success with branch leadership, understand the IT needs of the branch, and ensure proper follow through on requests/reported incidents, while serving as the primary conduit with IT.
Additionally, the position will support the Regional Senior Leadership. The position is responsible to create dashboards, trend analysis, identification of chronic issues, opportunities to improve service and efficiency, accomplishments, continuous improvement, and serves as an escalation for the Regional Senior Leadership. The individual will be responsible for weekly, monthly and quarterly reviews.
The Regional Support Engineer is part of team and as such is expected to meet regularly with peers to review issues, determine if branch trends exist and how to remediate, and to build overall best practices. The team is accountable to build out and maintain a CMDB like structure to ensure efficiency is gained in servicing the branch offices, and triaging incidents while developing a proactive approach in the service model. This includes acting in a Problem Manager ITSM role for assigned incidents to be coordinated across enterprise resources as necessary.
Successful applicants will exemplify US Bank's ethical principles of uncompromising integrity, respect for others, accountability for decisions and actions, and good citizenship.
Leaders at U.S. Bank consistently demonstrate integrity and ethics, maturity and resilience, and inspire trust and confidence among their teams. Our leaders are strong communicators who promote collaborative relationships, influence others, and value the diversity of backgrounds and ideas among their employees.
-Bachelor's degree or equivalent work experience
-ITIL Service Management Foundation certification
-Financial Services/Banking knowledge
-Ability to travel up to 75% within region
At least 10 years of experience within the Financial Services Industry, preferably with Branch Banking experience/knowledge
At least 5 years Account/Relationship/Service Management experience.
At least 5 years of IT experience, preferably with technical competency in PC/Server/Network
Strong Analytics acumen
Excellent organizational skills
Job: Information Technology
Primary Location: United States
Shift: 1st - Daytime
Average Hours Per Week: 40
Requisition ID: 180038398
U.S. Bank is an Equal Opportunity Employer committed to creating a diverse workforce.
U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.