Senior IT Service Management Specialist - Second Shift

Citizens Financial Group; Atlanta (GA); On-site; USD 94,400 - 141,600; Full time

Benefits offered by this job

Medical, dental, vision insurance

Retirement benefits

Parental leave

Flexible work arrangements

Education reimbursement

Wellness programs

Job summary

Citizens Financial Group seeks an Sr IT Service Management Specialist for Enterprise Major Incident Management on the second shift (2 PM–10 PM EST). You will lead major incident response across technology and business domains, coordinating actions, communications, and restoration efforts to minimize customer impact and financial risk.

You’ll collaborate with technology, control groups, and customers, run teleconferences, manage status updates, and ensure quality documentation while driving

Qualifications

• Bachelor’s degree in Information Technology or relevant industry experience.
• ITIL Foundation Certification – strong knowledge of ITIL Service Management – Service Support.

Responsibilities

• Partner with technology and business groups to agree and drive actions for incident mitigation and resolution.
• Facilitate teleconferences and drive service restoration in partnership with business, technology, control group participants and customers.
• Answer the EIM hotline for intake of potential incidents.
• Assess operations, customer, financial and business impacts to identify required restoration stakeholders.
• Identify recovery management and accountable business executive for incident to drive restoration.
• Provide ongoing status updates and outline next steps.
• Draft and document incident alerts to communicate state throughout the lifecycle.
• Document incident records to meet quality requirements (ServiceNow, SharePoint, Incident Workbook, etc.).
• Page key resources through EverBridge to aid remediation.
• Command and control the incident as the primary incident manager.
• Promote ServiceNow tickets during an incident.
• Governance: examine incidents for data quality and process conformance.
• Post‑incident activity: mitigate repeat incidents and identify improvement opportunities.
• Resolution: ensure quick ticket resolution, encourage automation of habitual Service Management concerns and process improvement.

Skills

Professionalism

Facilitation

Communication

Integrity

Innovation

Banking experience

ITIL Foundation

Motivation

Adaptability

Assertiveness

Multitasking

Customer service

Education

Bachelor’s degree in Information Technology or relevant industry experience

Job description

Sr IT Service Management Specialist – Enterprise Major Incident Management – Second Shift (2 PM to 10 PM EST)

The Enterprise Incident Management team leads all aspects of major incident management across the organization for technology and business-related events. This includes business, technology, facilities, cyber & security, privacy, 3rd party, weather, social/political unrest, employee safety, disaster/recovery, and any scenario that raises concern for regulatory commitments or impacts Citizens’ bank reputation. Effective major incident management delivery is critical to reducing risks, minimizing impact on customers and reputation, and controlling financial losses.

Primary Responsibilities

• Partner with technology and business groups to agree and drive actions for incident mitigation and resolution.
• Facilitate teleconferences and drive service restoration in partnership with business, technology, control group participants and customers.
• Answer the EIM hotline for intake of potential incidents.
• Assess operations, customer, financial and business impacts to identify required restoration stakeholders.
• Identify recovery management and accountable business executive for incident to drive restoration.
• Provide ongoing status updates and outline next steps.
• Draft and document incident alerts to communicate state throughout the lifecycle.
• Document incident records to meet quality requirements (ServiceNow, SharePoint, Incident Workbook, etc.).
• Page key resources through EverBridge to aid remediation.
• Command and control the incident as the primary incident manager.
• Promote ServiceNow tickets during an incident.
• Governance: examine incidents for data quality and process conformance.
• Post‑incident activity: mitigate repeat incidents and identify improvement opportunities.
• Resolution: ensure quick ticket resolution, encourage automation of habitual Service Management concerns and process improvement.

Duties

• Fully learn and understand Incident Management policies, processes, procedures and runbooks.
• Vet initial incident reports for business impact through EIM intake methods.
• Respond to engagement needs based on outreach and/or incident ticket.
• Build strong relationships with control groups and stakeholders across all business areas.
• Maintain and enhance key stakeholder relationships to ensure representation across all levels.
• Facilitate/partner and support teleconferences to drive service restoration.
• Ascertain impact on bank's regulatory requirements and ensure timely decision‑making.
• Ensure incidents are managed at the appropriate level, escalated appropriately, and assessed for criticality.
• Decision authority to pursue emergency change during active events.
• Advocate for continuous operational improvement.
• Provide 7x24x365 on‑call support on a rotational basis.
• Assist teammates with teleconference facilitation.
• Support ad‑hoc requests from management.
• Manage post‑restoration activities.
• Support heightened awareness periods/activity.
• Maintain administrative documentation (distribution lists, EverBridge lists, etc.).
• Conduct internal training for improvement opportunities.

Candidate Skills Profile

• Professionalism: maintain high professional standards, work ethic and accountability.
• Facilitation: strong facilitation and influencing skills.
• Communication: convey effective, timely and accurate information orally and in writing.
• Integrity: show courage and integrity when making tough decisions.
• Innovation: high energy, innovative and motivated by challenging assignments.
• Banking experience: previous experience in a banking institution.
• ITIL Foundation Certification – strong knowledge of ITIL Service Management – Service Support.
• Motivation: self‑motivation to reach and exceed goals.
• Adaptability: adjust and succeed in a rapidly changing environment.
• Assertiveness: initiative, assertiveness and drive for results.
• Multitasking: balance multiple competing priorities.
• Customer service: strong customer service skills and a “can‑do” attitude.

Qualifications, Education, Certifications

Bachelor’s degree in Information Technology or relevant industry experience.

Hours & Work Schedule

40 hours: 2PM to 10PM (Second Shift).

Pay Transparency

Salary range: $94,400 – $141,600 per year plus opportunity to earn an annual discretionary bonus. Benefits include comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits.

Equal Employment Opportunity

At 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 and its affiliates 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, genetic information, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy, childbirth/lactation, reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

Why Work for Us

At Citizens, you’ll find a customer‑centric culture built around helping our customers and giving back to local communities. Joining our team means being part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.