IT Service Desk Analyst III (Remote)

Who We Are

BankUnited (NYSE: BKU) is a national bank headquartered in Miami Lakes, Florida with banking centers in Florida, the New York metropolitan area, Dallas and Atlanta. BankUnited has two subsidiaries, Pinnacle Public Finance headquartered in Scottsdale, Arizona and Bridge Funding Group headquartered in Hunt Valley, Maryland. We pride ourselves on our entrepreneurial and collaborative culture encompassing the best minds, the brightest talent and the boldest decision makers.

BankUnited is ranked #4 as one of America's Most Trusted Companies in the Banking industry and is honored to have been included on the Newsweek and Statista America's Most Trusted Companies Award List!

Our Culture

At BankUnited, we foster a diverse and inclusive environment where all employees have the opportunity to advance, grow and achieve their goals. Our rally cry is to GO FOR MORE™, a call to action to go above and beyond to provide the best customer experience to every client and to GO FOR MORE in your career.

Why BankUnited

Working for BankUnited offers you exciting challenges and opportunities to advance your professional development, while empowering you to deliver and be your best. We are happy to report the average tenure according to LinkedIn insights is 8.3 years. We strive to provide a competitive benefits plan to our employees and are proud to have been ranked #13 as one of the 2021 Healthiest 100 Wokplaces in America by Springbuk and awarded HEALTHIEST EMPLOYER by the South Florida Business Journal for three consecutive years since 2020.

As a company, we believe we are only as successful as our people and are committed to providing training and innovative resources that prepare you to reach your full potential. That's why in addition to tuition reimbursement, we provide our employees with exciting career coaching, courses and training through our own GO FOR MORE™ Academy and mentoring opportunities through our iCARE™ (Inclusive Community of Advocacy, Respect and Equality) program.

At BankUnited, we strive to provide our employees with a work life balance. Specifically, retail branches operate 5 days a week Monday - Friday, excluding evening and/or weekend hours. For many of our positions, we offer a hybrid work environment, as well as a remote work environment for designated positions.

If you thrive in a fast-paced collaborative work environment, Apply Now and start your journey with BankUnited today!

Job Description

SUMMARY: The IT Service Desk Analyst III is responsible for responding to IT Service Desk incidents and requests received via phone or email and provides efficient service in support of PC's, software, printers and related peripheral devices and escalation of security issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned.

• Ensures end user satisfaction by responding to calls, self-service tickets, emails, and chats to the Service Desk. Logs all end users questions and problems and tracks the same through to resolution within our ITSM tools (ServiceNow).
• Ensures timely escalation of end user problems by documenting the impact to the end user and by assigning an appropriate severity and target resolution time
• Analyze historical data to identify opportunities to document process flows and shift left. Partners with L2 support groups to implement shift left initiatives (i.e. L2 to L1 support, L1 to L0/Self-Service)
• Uses communication skills in problem resolution with users; walking users through a series of steps to determine problems
• Provide network and computer technical support remotely
• Evaluates, analyzes and documents trends and if necessary, implement corrective actions
• Offer support to other technicians and contractors as they troubleshoot and resolve end user and client issues
• Serve as a subject matter export for other team members on process and best practices. Report on and identify opportunities for improvement related to first call resolution, misdirected tickets, and documentation opportunities.
• Defines and creates processes and procedures
• Monitors, logs and reports service level breaches
• Use and grow our documentation knowledge-base to improve the consistency effectiveness of service delivery across the team
• Serve as backup for daily operations of the service desk in manager's absence.
• Attend collaboration meetings with internal team and other departments as required.
• Support ServiceNow development for incident management, service catalog, request management, and/or knowledge management by drafting User Stories, performing user acceptance testing, and providing feedback via electronic communication and/or meetings.
• Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
• Adheres to Bank policies and procedures and completes required training.
• Identifies and reports suspicious activity.

EDUCATION

A four year degree in Business Administration or related field or equivalent experience in Computer Information Systems with the appropriate emphasis in Business Administration, and Client support experience

EXPERIENCE

• Minimum five (5) + years technology experience preferred with three to five (3-5) years as Client Support Analyst
• IT Service Desk experience
• ServiceNow management tool experience a plus
• Knowledge Management experience

KNOWLEDGE, SKILLS AND ABILITIES

• Strong dedication to quality end user service and a working knowledge of enterprise-wide service delivery procedures
• Strong verbal and written interpersonal and communication skills
• Superior telephone etiquette and an ability to deal effectively with end users, vendors, peers, and management
• Ability to independently identify, research and resolve issues
• An assertive individual who can relate to people at all levels of an organization
• Capability to work with peers in a team effort
• Working knowledge of advanced networking concepts and troubleshooting steps
• A well-organized and self-directed individual who can work with minimal amount of supervision
• Good project management skills and the ability to organize work efficiently in addition to the capacity to work well under stress and time pressures
• Ability to work a rotating on-call shift
• Ability to work extended hours, weekends, and holidays pursuant with industry demands
• Must have experience and good understanding of the following: Microsoft Active Directory, Microsoft SharePoint, Windows 7 / 10
• Familiarity with the fundamental principles of ITIL / SLA
• Working knowledge of enterprise network systems, including remote access systems such as VPN
• Proficient in Microsoft Office and industry related software programs

CERTIFICATES, LICENSES, REGISTRATIONS

• Technology Infrastructure Library (ITIL)
• CompTIA A+ and/or Network+ certification a plus
• preferrederred certifications in Microsoft operating systems or other applications as well as any other industry standard certifications