PNC · 5 hours ago
Incident & Problem Consultant
Phoenix, AZ
Full-time
Onsite
Mid Level
3+ years expPNC is a financial services company that values its employees as the key differentiator in the market. As an Incident & Problem Consultant, you will develop and manage the incident and problem management program, oversee incident requests, and coordinate strategies for process improvements.
BankingFinanceFinancial Services
No H1B
Responsibilities
Develops, implements and manages the incident and problem management program, staff and operations
Reviews and oversees incident requests, priorities, escalation and resolution activities. Leads complex problem identification, evaluation, analysis and resolution producing
Coordinates with others on strategies to improve change management, process effectiveness, and build action plans for incident recovery
Develops and implements incident action plans; ensures the delivery of solutions in a timely manner. Ensures that root cause and trend analysis is determined; provides reports on root cause and trend analysis in a timely manner
Monitors and improves documentation and reporting processes for incident status and results
Qualification
Required
Develops, implements and manages the incident and problem management program, staff and operations
Reviews and oversees incident requests, priorities, escalation and resolution activities. Leads complex problem identification, evaluation, analysis and resolution producing
Coordinates with others on strategies to improve change management, process effectiveness, and build action plans for incident recovery
Develops and implements incident action plans; ensures the delivery of solutions in a timely manner. Ensures that root cause and trend analysis is determined; provides reports on root cause and trend analysis in a timely manner
Monitors and improves documentation and reporting processes for incident status and results
Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions
Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework
Analytical Thinking
Contingency and Disaster Recovery
Decision Making and Critical Thinking
IT Environment
IT Incident Management
IT Service Management (ITSM)
IT Standards, Procedures & Policies
Problem Management
Requirements Analysis
Technical Troubleshooting
Roles at this level typically require a university / college degree, with 3+ years of relevant / direct industry experience
In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered
Bachelors
Preferred
Change Management
Communication
Debugging
Problem Solving Tools
Process Improvements
Relationship Building
Root Cause Analysis (RCA)
Trend Analysis
Benefits
Medical/prescription drug coverage (with a Health Savings Account feature)
Dental and vision options
Employee and spouse/child life insurance
Short and long-term disability protection
401(k) with PNC match
Pension and stock purchase plans
Dependent care reimbursement account
Back-up child/elder care
Adoption, surrogacy, and doula reimbursement
Educational assistance, including select programs fully paid
A robust wellness program with financial incentives
Maternity and/or parental leave
Up to 11 paid holidays each year
9 occasional absence days each year, unless otherwise required by law
Between 15 to 25 vacation days each year, depending on career level and years of service
Company
PNC
PNC is a financial service company providing bank deposits products and services to its community.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1975-11-17IPO
Leadership Team
Keith Hayes
SVP, PNC Aviation Finance
M
Michael Gaber
Senior Vice President - Originations
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