IT Service Management - Enterprise Incident Management

Company: Citizens Bank
Location: Providence
Posted on: March 17, 2023

Job Description:

DescriptionIncident Management The Incident Management team is responsible for facilitating the restoration of service and drive production stability by spearheading teleconferences among technical services and application business segments. - They are responsible for managing the end-to-end incident to include incident scope assessment, engagement for service restoration, garnering resources, tracking timeline and publishing incident communication and a warm hand-off to problem management. Govern and ensure compliance to Incident policies, process and procedures. Reporting to the Manager of Incident Management, the Incident Management Sr Analyst will work within a team and will have the following primary responsibilities:

• Queue Management - evaluate incidents to ensure conformance with standard process, progression, and determination as to whether formalized service restoration activities by our team are warranted
• Facilitate teleconferences to drive to service restoration partnering with technical areas, business IT areas, and business customers. - Provide ongoing status of progress.
• Documentation of incident records meet all quality requirements
• Governance - examination of incidents for data quality and process conformance
• Triage incidents as it relates to change execution
• Partner with Problem Management team to kickoff root cause analysis Duties:

• Fully learn/understand the Incident Management policies, process and procedures
• Respond to engagement needs via calls into Incident hotline
• Queue Management utilizing ServiceNow Incident Management/Major Incident Module
• Build strong relationships with infrastructure and IT areas to understand IT needs, IT LOB operating model and Service provider accountabilities
• Facilitate teleconferences to drive service restoration
• Ascertain impact to bank's meeting regulatory requirements and engage control groups as needed
• Advocate for continuous operational improvement
• Provide 7x24x365 on-call support as point of escalation on a rotational basis
• Perform auxiliary tasks to assist teammates in teleconference facilitation - obtaining resources, tracking timeline, creating and publishing incident communications
• Recognize any incident trends warranting focus to improve stability
• Support ad-hoc requests from Management
• Manage any post-restoration health checks
• Support any heightened awareness periods/activity
• Maintain any administration documentation - distribution lists, Everbridge lists, etc.
• Partnership with Change Management and Problem Management for an integrated perspective across ITIL processes Candidate Skills Profile:
  • Ability to maintain a high level of professionalism, excellent work ethic and personal accountability
  • Strong facilitation and influencing skills
  • Ability to communicate at all levels
  • ITIL Foundation Certification - strong knowledge of ITIL Service Management-Service Support
  • Self-motivation to reach and exceed goals
  • Ability to adjust and succeed in a rapidly changing environment
  • Must be able to convey effective, timely and accurate information through written and oral communication
  • Candidate should possess initiative, assertiveness and a drive for results
  • Ability to balance multiple competing priorities
  • Strong customer service skills and a "can do" attitude The salary range for this position is $ 84,400- - $ 126,600, plus benefits and an opportunity to earn an annual discretionary bonus. For an overview of our benefits, visit -. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience. #LI-KK1 Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance. Equal Employment OpportunityAt Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.Equal Employment and Opportunity EmployerCitizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

Keywords: Citizens Bank, Providence , IT Service Management - Enterprise Incident Management, Executive , Providence, Rhode Island