AVP, Senior Systems Analyst

AVP, Senior Systems Analyst

Reporting to the VP, Regional Infrastructure Management, the AVP, Senior Systems Analyst is responsible for the administration, enhancement, and continuous improvement of enterprise systems and service management platforms, including ServiceNow and other enterprise and automation platforms used across Butterfield. The role will act as the subject matter expert for ServiceNow and other enterprise platforms, participate in platform roadmaps and enhancements, coordinate with vendors, managed service providers, and internal infrastructure teams, and ensure platforms support business operations, IT service management processes, automation, and operational efficiency. The role will also act as a liaison between Cayman IT, infrastructure teams, vendors, and business units for infrastructure related projects.

Your responsibilities will include:

• Lead the administration, configuration, enhancement, and ongoing management of enterprise systems and service management platforms, including ServiceNow and other enterprise and automation platforms.
• Participate in and contribute to platform roadmaps, enhancements, automation initiatives, and system improvements.
• Act as the ServiceNow platform subject matter expert, including but not limited to: configuration, workflows, forms, service catalog, reporting, and CMDB.
• Act as the primary liaison between Butterfield Cayman and ServiceNow vendors, partners, and managed service providers.
• Support and maintain other enterprise and automation platforms used by IT, including infrastructure automation tools, integration tools, and other internally managed systems.
• Work closely with infrastructure, networking, security, and application teams to implement system improvements, automation, and operational initiatives.
• Translate business and operational requirements into system enhancements, workflows, automation, and platform improvements.
• Mentor and train other team members on ITSM tools and best practices.
• Provide technical leadership and coaching to improve team proficiency in ITSM tools.
• Ensure Configuration Management Database (CMDB) accuracy, configuration management processes, and platform documentation are maintained.
• Develop dashboards, reports, and performance metrics for IT Service Management and platform usage.
• Provide technical guidance and system expertise to IT teams and stakeholders.

About the team

Information Technology covers a wide range of responsibilities at Butterfield including oversight of the Bank’s entire technology infrastructure, software development and maintenance to facilitate online product development and efficiencies as well as management of the website and intranet platforms. IT also plays a critical role in ensuring the Bank’s systems are kept safe and secure from cyber criminals.

Your qualifications and skills include:

• Ability to translate business requirements into technical solutions and platform enhancements.
• ServiceNow administration, configuration, and platform management experience required.
• ServiceNow certifications.
• ITIL or IT Service Management certifications is advantageous.
• Experience with IT Service Management (ITSM) tools and processes.
• Experience with Configuration Management Database (CMDB) and asset/configuration management.
• Experience with automation tools is advantageous.
• Experience working with vendors, managed service providers, and external partners.
• Strong documentation, process improvement, and automation mindset.
• Strong communication and stakeholder management skills.
• Experience working in IT governance, change management, and operational environments.
• Ability to manage multiple systems, initiatives, and projects simultaneously.
• Understanding of infrastructure technologies including servers, storage, virtualization, networking, and cloud platforms is advantageous.