ITSM Process Apprentice

  • Arkansas Center for Data Sciences
  • Little Rock, AR, USA
  • 12/27/2021
Full time Information Technology

Job Description

Arkansas Center for Data Sciences (ACDS) is helping Simmons Bank hire an ITSM Process Apprentice in Little Rock

Excited to grow your career?

Simmons Bank values talented employees, and whenever possible they strive to help their associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!

"Our people make all the difference in our success."

This position primarily focuses on the administration of the Problem Management process and assists with Configuration and Change Management process all of which embodies the ITIL Framework (IT Infrastructure Library).  The mission of Problem Management is to minimize the adverse impacts of incidents and problems on the business caused by errors in the IT infrastructure and initiate actions to prevent recurrence of incidents related to those errors.

The position works under the supervision of the Enterprise ITSM Architect. The mission of Change Management is to coordinate and control all changes to IT services to minimize the impact of changes to business operations and the users of IT services. 


  • Proactively manage problems, that have been defined as a cause or potential cause of one or more incidents. The Business Continuity Team initiates the process by declaring an incident, or a single unplanned event that causes a service disruption.
  • Reference incident reports, create problem records to identify issues and mitigate the root cause of incidents.
  • Develop and maintain weekly/monthly problem management performance reports for management to review. Includes an overview of the problems that have occurred, uses data to identify trends, identifies areas of improvement using the data obtained, etc.
  • Assist in conducting major problem reviews to determine the root cause of incidents to prevent repeat issues down the road (Root Cause Analysis (RCA)/Postmortem)
  • Maintain actionable items resulting from problem remediation, and work with the owners to have them completed in a timely manner.
  • Identify and publicize known errors to help mitigate future incidents.
  • Regularly audit RCAs and problem records.
  • Assist with the development and distribution of weekly change management reports.
  • Assist with the audit of change requests.
  • Assist the Business Continuity Team with Disaster Recovery Testing to ensure test requirements are met.
  • Assist with the ongoing development of the Configuration Management Database, which includes:
    • Configuration item identification and recording
    • Configuration item interconnectivity and dependencies
    • Development of configuration management policy and procedures

What's a successful candidate look like?

  • Strong written and oral communication skills 
  • Intermediate MS Office 365 experience
  • Intermediate knowledge of Sharepoint, PowerBI, and Visio
  • Understanding of computer systems, mobile devices and other tech products
  • Ticketing system experience i.e. Ivanti Service Desk


  • Ability to work in the United States without a current or future need for sponsorship
  • Ability to work onsite at office in Little Rock, AR

What's an Apprenticeship? An apprenticeship is a full time position with a focus on learning! During your first year of employment, you are guaranteed formal training, a mentor, and a pay raise! Employers who have committed to the apprenticeship model for hiring are committing to building you and your career. You're encouraged to apply even if your experience doesn't precisely match the job description. Apprenticeship positions welcome diverse applicants who are looking to grow their career in IT! 

How does the interview process work? We want to get to know you! ACDS will conduct an initial phone interview and knowledge assessment. If your skills and interest match with the employer's needs, we'll share your resume or ask you to apply directly with them. After that, the employers will continue with their recruiting and interview process. If you are a match, an offer will be made for you to get started in your new apprenticeship role! We'll be here to make sure your apprenticeship year goes smoothly and that you are set up for career growth and success!