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Citizens · 3 weeks ago

Sr IT Service Management Specialist - Enterprise Incident Mgmt (3rd Shift)

One Citizens Bank Way, Johnston, RI, 02919, US

Full-time

Hybrid

Senior Level

$94K/yr - $141K/yr

Citizens is a banking institution seeking a Senior IT Service Management Specialist to lead major incident management across the organization. The role involves facilitating teleconferences, assessing impacts of incidents, and ensuring effective communication and restoration efforts during technology and business-related events.

BankingCredit CardsFinancial ServicesFinTechRetail

H1B Sponsor Likely

Responsibilities

Participate in criticality technology and business incidents / issues including:

Partnering with technology and business groups with a wide range of technology and business stakeholders to agree and drive actions in support of incident mitigation and resolution

Facilitate teleconferences - Drive to service restoration partnering business, technology and control group participants, business customers

Answer the EIM hotline for intake of potential incidents

Assess operations, customer, financial and business impacts for incidents to ascertain who will be required for restoration

Identify the recovery management and accountable business executive for incidents to help drive restoration

Provide ongoing status of progress / state of the state / outline actions / next steps

Draft and document and incident alert to provide state of the state throughout the lifecycle of an incident

Documentation of incident records to meet all quality requirements (ServiceNow, SharePoint, Incident Workbook, etc.)

Page key resources through EverBridge to aid in remediation of an incident

Command and control the incident as the primary incident manager

Promote ServiceNow tickets during an incident

Governance – Examination of incidents for data quality and process conformance

Post incident activity – Drive to mitigate repeat incidents and identify learning / improvement opportunities to enhance the customer and internal technology and business partner experience

Resolution - Ensure the quick resolution of tickets; encourage the automation of habitual Service Management concerns from colleagues and process improvement

Fully learn/understand the Incident Management policies, process and procedures and runbooks

Vetting initial report of an incident for business impact through intake methods used by our EIM process

Respond to engagement needs based on reach out and/or incident ticket

Build strong relationships with Control groups areas, understanding the role they play, participants and expectations

Maintain and enhance key stakeholder relationships to ensure that there is representation from all business areas across all levels of the business incident management structure for Citizens

Facilitate/partner and support teleconferences to drive service restoration

Ascertain impact to bank’s meeting regulatory requirements and ensure control group decisioning is timely

Ensure incidents are managed at the appropriate level, all incidents are escalated to leadership appropriately, and all incidents are assessed for the appropriate criticality

Decision authority to pursue emergency change during active event

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 business decisions and action items

Support ad-hoc requests from Management

Manage any post-restoration activities

Support any heightened awareness periods/activity

Maintain any administration documentation – distribution lists, Everbridge lists, etc

Training – Internal training for constant improvement opportunities

Qualification

ITIL Foundation CertificationBanking experienceIncident ManagementFacilitationCommunicationCustomer serviceProfessionalismMultitaskingAssertivenessInnovationAdaptabilityMotivation

Required

Associate Degree

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 and must be able to convey effective, timely and accurate information through written and oral communication

Shows courage and integrity when making tough decisions

High energy, innovative individual who is motivated by challenging assignments

Previous experience in Banking institution

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

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

Benefits

Comprehensive medical, dental and vision coverage

Retirement benefits

Maternity/paternity leave

Flexible work arrangements

Education reimbursement

Wellness programs

Paid time off policy exceeds the mandatory, paid sick or paid time-away policy of very local and state jurisdiction in the United States

Company

Citizens

Glassdoor3.6

At Citizens, we recognize that the journey to accomplishment is no longer linear and that individuals are made of all they have done and all they are going to do.

Founded in 1828

Providence, Rhode Island, USA

10001+ employees

https://www.citizensbank.com/

H1B Sponsorship

Citizens has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

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2020 (1)