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Knowledge Management Specialist in Amherst, NY at M&T Bank

Date Posted: 12/5/2018

Job Snapshot

Job Description

Knowledge Management Specialist
Buffalo, NY

Oversee Knowledge Management process and maintain processes to manage technology knowledge and documentation. Work with various stakeholder groups to develop, maintain and improve knowledge content. Work with internal and external teams to capture performance metrics, develop content and drive evolution of process. This is a senior position within the respective discipline and is operations-focused in a collaborative team-based environment, providing direction to junior team members and outside contacts. This includes ensuring adherence to ITSM/ITIL processes for which the position is responsible, supporting Technology employees dependent upon said processes via reporting and training, and executing assigned duties as prescribed by operational documentation and manager direction. Function includes supporting Technology initiatives with focus on end user experience.
Position responsibilities vary by ITIL (Information Technology Infrastructure Library) discipline and is operational-focused in a collaborative team-based environment, providing direction to less experienced team members and outside contacts. Ensures adherence to pertinent ITSM (Information Technology Service Management)/ITIL processes, supporting Technology employees dependent upon these processes via reporting and training and executing assigned duties as prescribed by operational documentation and manager direction. Supports Technology initiatives with focus on end-user experience.

Execute defined ITSM/ITIL processes while helping drive direction on the continual maintenance and improvement of ITSM/ITIL processes.
Conduct presentations and training of internal and external staff.
Prepare or update documentation as needed.
Provide after-hours support as scheduled and on a rotational on-call basis.
Develop and drive adherence to performance metrics specific to discipline.
Manage operational incident request queues and ensure SLAs (Service Level Agreements) are met.
Chair recurring meetings to cover standard and tactical operational status and drive adherence to defined processes. Interface with all levels of management.
Develop a thorough understanding of technology and its functions, processes and operations. Keep abreast of business and market trends that may affect department and the business lines.
Participate in planning and implementing new projects, products, programs and plans to achieve short and long-term business objectives; develop project plans.
Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.
Promote an environment that supports diversity and reflects the M&T Bank brand.
Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
Complete other related duties as assigned.

Required Qualifications:
Bachelor’s degree and a minimum of 3 years’ information technology operations work experience, or in lieu of a degree, a combined minimum of 7 years’ higher education and/or work experience, including a minimum of 3 years’ information technology operations work experience
ITIL v3 Foundation Certification
Strong verbal and written communication skills, including experience leading and challenging people as required to enforce policy
Proficient in use of pertinent spreadsheet, word processing, presentation and flowchart software
Good working knowledge of Information Technology operations and ITIL disciplines
Strong and effective time management and organizational skills
Prior experience communicating important information and focusing on clients’ requirements
Experience interacting effectively with all levels of personnel, including senior management

Preferred Qualifications:
One or more advanced ITSM/ITIL certifications and/or training courses completed
Demonstrated success developing and leading initiatives, both self-driven and via direction
Ability to work independently and function as a member of a project team
We encourage candidates with relevant military experience to apply.
About M&T
At M&T, we strive to be the best place our employees ever work, the best bank our customers ever do business with and the best investment our shareholders ever make. So when looking to advance your career, look to M&T.  As a top 20 US bank holding company and one of the best performing regional banks in the country, we offer a wide range of performance based career development opportunities for talented professionals. And through our longstanding tradition of careful, conservative and consistent management and a strong commitment to the communities we serve, we continue to grow with a focus on the future.
M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer. M&T Bank Corporation does not sponsor individuals for the purpose of obtaining H-1 Visas. M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.