Incident / Problem Management Analyst II

FIS Global Solutions Philippines, Inc.; United States; Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Benefits

Education & development opportunities

Career growth

Job summary

FIS is seeking a detail‑oriented ITSM professional to join our Columbus, GA team in a hybrid role. You will manage incidents, coordinate with Level 3 support, and drive timely resolutions with cross‑functional partners.

This position emphasizes root cause analysis and post‑incident reviews. Ideal candidates have a solid IT background, a Bachelor’s degree, and familiarity with ITIL, ServiceNow, and incident lifecycle governance.

Qualifications

• Bachelor’s degree or higher in IT services/technology related field.
• Typically, at least 2 years of relevant incident/IT service management experience.
• ITIL knowledge or certification preferred; ServiceNow experience highly desirable.

Responsibilities

• Perform incident, change, and/or problem management activities to restore services.
• Collaborate with technical resources to diagnose root causes and implement fixes.
• Create post‑incident analyses, reports, metrics, and action tracking.
• Coordinate change activities with stakeholders and ensure governance.
• Assist in continual service improvement and provide timely communications.

Skills

Incident Management

Change Management

Problem Management

Root Cause Analysis

Communication

Stakeholder Management

Education

Bachelor’s Degree

ITIL Foundation (preferred)

Tools

ServiceNow

Job description

Job Description

Position is only open to work in the Columbus, GA office. Candidates must currently live locally in the Columbus, GA area to be considered. Candidates in Columbus will work a Hybrid work model of up to 3 days in office.

At this time, we are unable to offer visa sponsorship for this position. Candidates must be legally authorized to work for any employer in the United States (or applicable country) on a full‑time basis without the need for current or future immigration sponsorship.

Are you curious, motivated, and forward‑thinking? At FIS,you’llhave the opportunity to work on some of the most challenging and relevant issues that combine incident management with the demands of financial services and modern technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate, andabove all, fun. Are you FIS?

About the Team

Our teamcomprisesprofessionals capable of providing 24x7 support, management, and escalation of Priority 1 and Priority 2 production‑impacting incidents across multiple products we offer to our client base. We work on critical and impactful challenges within financial services and technology, as part of a collaborative and dynamic team. The role focuses on ensuring rapid service restoration, coordinating effectively with technology teams, andmaintainingtimelycommunication with stakeholders.

What You Will Be Doing

Works to perform a set of activities where specialized roles/functions provide value to customers in the form of Incident Management, Change Management, and/or Problem Management. Collaborates with internal technical resources for incident and problem management, responding to issues with actual or potential impact to client service. Ensures the determination of root cause and resolution of incidents withinappropriate timescales. Creates and manages post‑incident analysis, trends, reports, metrics,action recommendations, and tracking. Drives the change process with minimal impacttoclient service.

What Part Will You Play

• Enters andparticipatesin the scope and impact evaluation of an incident into the corporate ticketing system and Incident Tracking System to document the status and resolution of incidents. Annotates the steps taken to reach incident milestones to produce a technical timeline within the incident tracking system and closes the ticket when service has been restored.


• Engages, escalates, and communicates notifications as needed to Level 3 technical support, management, and critical incident management. OpensMeet‑MebridgeLines(MML)for technical teams to gather and begin working toward a resolution.


• Coordinates internal technical and business teams in the resolution of incidentsimpactingclient service delivery and inidentifyingaction plans.


• Provides technical feedback for communication to internal and external clients. Assesses incident criteria todetermineif a formal root cause analysis is needed. Collaborates with technical resources todeterminethe root cause of an incident and provides a written incident report within theclientSLA/OLA timelines. Provides problem‑management action plans withinappropriate timescalesand escalates as needed.AssistsotherSenior Analystswith trend analysis, recommendations, and action tracking.


• Ensures all change activities followappropriate processesfor planning and authorization. Ensures supplier change processes are aligned with client contractual requirements. Champions and supports the change management function, ensuring understanding and compliance with standard methods, processes, and procedures from all internal and external parties.


• Facilitates the service transition process bymaintainingthe product catalogue in line with current business requirements.


• Participates in the continual service improvement process by providing feedback and key data points to enhance existing processes and services in line with enterprise policy.


• This is a US‑shift role, with working hours from 9:00AMto5:30PM EST

What You Bring

• Bachelor’s Degree.


• Relevant Experience or Degree in IT services/technologies.Majorin Computer Science is strongly preferred; other majors are considered. Willing to acceptadditionalexperience in lieu of a degree.


• Typically,a minimum of 2 years of relevant experience.

Added BonusIf You Have

• ITIL Foundation (current version) Certification


• ServiceNow experience

What We Offer You

• An exciting opportunity to be part of the world’s leading FinTech product organization.


• A vibrant team environment and the opportunity to build a career in the core banking/payments domain.


• Competitive salary and attractive benefits


• A multifaceted role with a high degree of responsibility and a wide range of opportunities.


• A broad range of professional education and personal development possibilities – FIS is your final career step

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice .

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case‑by‑case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.