Overview This is a remote role open for multiple markets across the United States. This position is a liaison between business and IT responsible for collecting new demand from business stakeholders. Facilitates the development and maturity of IT service abilities by driving continuous positive change. Serves as a technical resource as needed and monitors compliance with all applicable IT or Enterprise Service Management (ITSM or ESM) standards or regulations. Ensures process improvements or changes are appropriately documented, implemented, and managed throughout the change lifecycle. Responsibilities Own the demand management process, including intake, evaluation, and approval Define demand prioritization using business impact, level of effort, return on investment, and other key criteria. Facilitate demand prioritization meetings with appropriate stakeholder groups Work closely with Business Analysts to fine-tune the demand management process and ensure its adherence across the organization Create dashboards that capture key metrics on demand fulfilment, backlog management, and roadmap progress Responsible for any administrative or analytical tasks related to demand management Qualifications Bachelor's Degree and 6 years of experience in Operational Information Technology services and support including processes, programs and procedures. OR High School Diploma or GED and 10 years of experience in Operational Information Technology services and support including processes, programs and procedures. Preferred Area of Experience: Highly organized, detail-oriented, and an inherent ability to multi-task Understanding how to translate requirements into platform solutions Proficient analysis skill and capability to identify downstream implications Possesses a sound technical foundation and working knowledge of the ServiceNow and Jira platform and applications ITSM Process Management (Change, Incident, Problem, or other relevant ITSM or ESM process). License or Certification Type: ITIL Certification Preferred, Six Sigma Preferred This job posting is expected to remain active for 45 days from the initial posting date listed above. If it is necessary to extend this deadline, the posting will remain active as appropriate. Job postings may come down early due to business need or a high volume of applicants. If hired in NC, the base pay for this position is generally between $110,000 to $149,000. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment. Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.