Service Management Analyst Senior

Texas Capital is built to help businesses and their leaders. Our depth of knowledge and expertise allows us to bring the best of the big firms at a scale that works for our clients, with highly experienced bankers who truly invest in people’s success — today and tomorrow. While we are rooted in core financial products, we are differentiated by our approach. Our bankers are seasoned financial experts who possess deep experience across a multitude of industries. Equally important, they bring commitment — investing the time and resources to understand our clients’ immediate needs, identify market opportunities and meet long-term objectives. At Texas Capital, we do more than build business success. We build long-lasting relationships. Texas Capital provides a variety of benefits to colleagues, including health insurance coverage, wellness program, fertility and family building aids, life and disability insurance, retirement savings plans with a generous 401K match, paid leave programs, paid holidays, and paid time off (PTO). Headquartered in Dallas with offices in Austin, Fort Worth, Houston, Richardson, Plano and San Antonio, Texas Capital was recently named Best Regional Bank in 2024 by Bankrate and was named to The Dallas Morning News’ Dallas-Fort Worth metroplex Top Workplaces 2023 and GoBankingRate’s 2023 list of Best Regional Banks. For more information about joining our team, please visit us at Responsibilities Service Delivery & Operations Oversee the delivery and management of technology services, ensuring agreed service levels are met for all IT operations and support functions Monitor network, system, and application health using enterprise-grade tools to ensure uptime and performance Lead the response to service incidents and major outages, acting as Major Incident Manager when required, and coordinate resources for rapid resolution Lead post-incident reviews, root cause analysis, and service improvement initiatives Deliver clear, executive-facing communications regarding service status, incidents, and improvement initiatives Maintain and update knowledge base articles and incident documentation for consistent service delivery and onboarding IT Asset & Vendor Management Manage the full lifecycle of IT assets (hardware and software), including acquisition, deployment, maintenance, and retirement Maintain accurate inventories and analyze asset data to identify trends, risks, and cost‑saving opportunities Liaise with vendors to negotiate contracts, monitor performance, and ensure timely delivery of services Continuous Improvement & Compliance Develop and implement service delivery policies, procedures, and best practices in line with ITIL/ITSM frameworks Conduct regular reviews of incident handling, asset management, and service performance for process optimization Ensure compliance with regulatory, security, and audit requirements for IT operations and service delivery Qualifications Bachelor’s degree in Computer Science, Information Technology OR minimum 5 years in IT service management or operations Strong knowledge of ITIL/ITSM processes and service delivery management best practices Experience with ITSM platforms (e.g., ServiceNow), monitoring tools, and asset management systems Demonstrated ability to manage multiple priorities, incidents, and projects simultaneously Excellent verbal, written, and interpersonal communication skills Strong ability to troubleshoot and identify issues Strong ability to analyze current procedures and processes for improvements Strong ability to manage the lifecycle of HW and SW assets Strong knowledge and understanding of software contracts, license types and software entitlements Strong technical proficiency in the use of MS Office including Visio, PowerPoint, Publisher, SharePoint Certifications preferred: ITIL Foundation, CompTIA Network+, CCNA, or similar The duties listed above are the essential functions, or fundamental duties within the job classification. The essential functions of individual positions within the classification may differ. Texas Capital Bank may assign reasonably related additional duties to individual employees consistent with standard departmental policy.Texas Capital is an Equal Opportunity Employer. #J-18808-Ljbffr Texas Capital