Description

Summary:
The Technology Service Assurance Analyst supports the expansion and maturation of Associate Technology Services by strengthening service assurance, governance, program execution, quality assurance, reporting, and benefit realization across the ATS portfolio.
This role focuses on how technology services perform, scale, align, and deliver value, rather than day-to-day break/fix support. The position plays a critical role in ensuring ATS initiatives are well-defined, well-documented, measurable, auditable, and aligned to business outcomes, enabling leadership to make confident decisions and realize sustained cost savings and efficiency gains.

Key Responsibilities:

Service Assurance & Quality Management

• Support the development, execution, and maintenance of ATS service assurance standards, ensuring consistency, reliability, and quality across end-user services.
• Assist in defining and executing quality assurance reviews for ATS services, initiatives, and deliverables.
• Identify gaps, risks, or inconsistencies in service delivery and partner with ATS leaders to drive corrective actions.

Program, Project, and Governance Support

• Assist in the coordination and tracking of ATS projects and programs, ensuring scope clarity, milestone visibility, and alignment with defined objectives.
• Support the ATS PMO and governance framework, including artifact standards, lifecycle documentation, and process adherence.
• Help ensure ATS initiatives follow defined project, program, and governance expectations, escalating risks or deviations as appropriate.

Reporting & Insights

• Develop, maintain, and refine operational, program health, and executive-ready reporting in partnership with ATS Service Assurance leadership.
• Translate operational and service data into clear, actionable insights that support decision-making, prioritization, and value tracking.
• Ensure reporting artifacts are accurate, consistent, defensible, and audit ready.

Benefit Realization & Cost Optimization

• Support the identification, documentation, and tracking of cost savings, cost avoidance, and efficiency gains associated with ATS initiatives.
• Assist in validating assumptions, baselines, and realized outcomes to ensure benefit claims are credible and repeatable.
• Maintain supporting documentation required for leadership review, audits, and governance validation.

Documentation & Knowledge Management

• Develop and maintain ATS documentation, including standards, playbooks, process descriptions, and validation artifacts.
• Ensure documentation supports consistency, scalability, and knowledge transfer, reducing reliance on individual contributors.
• Partner with ATS leaders to improve documentation quality, structure, and usability.

Collaboration & Continuous Improvement

• Work closely with Site Support, Service Desk, Asset Management, and Digital Experience teams to ensure alignment with ATS service assurance objectives.
• Participate in structured feedback loops and continuous improvement efforts to elevate service quality and outcomes.
• Support leadership initiatives related to service alignment, maturity, and organizational effectiveness.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field (or equivalent experience).
• Experience supporting IT service management, service assurance, quality assurance, reporting, or governance-related functions.
• Strong analytical skills with the ability to interpret operational data and translate it into meaningful insights.
• Strong written communication skills, with demonstrated experience producing clear, structured documentation.

Preferred Qualifications:

• Familiarity with IT service management frameworks (e.g., ITIL) and/or project management concepts.
• Experience supporting project or program coordination, reporting, or governance activities.
• Comfort working with metrics, dashboards, and executive-level summaries.
• Exposure to audit, compliance, risk, or validation processes is a plus.
• Interest in developing deeper skills in project management, governance, and service assurance.
• IT certifications (e.g., ITIL 4: Create, Deliver, Support; CAPM; or similar) are a plus.
• Familiarity with IT security best practices and compliance standards is a plus.

FirstBank does not accept unsolicited resumes from agencies and staffing firms. Recruitment agencies and consultants may not submit resumes directly to managers. FirstBank will not pay fees to any third-party agency or company that does not have a signed agreement as an approved vendor. FirstBank in an Equal Opportunity Employer, including disability.