Sr IT Service Management Specialist - Enterprise Incident Mgmt (Friday - Monday 8pm -6am ET)

Citizens Bank; Short Hills (NJ); Hybrid; USD 93,000 - 141,000; Full time

Job summary

An established industry player is seeking a dedicated Sr IT Service Management Specialist to join their Enterprise Incident Management team. This role is pivotal in managing technology and business incidents, ensuring effective communication and swift service restoration. The ideal candidate will possess strong facilitation skills, a solid understanding of ITIL Service Management, and a commitment to operational excellence. With a hybrid work model and a focus on continuous improvement, this position offers a dynamic environment where you can thrive and make a significant impact on the organization. If you're ready to take on challenging assignments and drive results, this opportunity is for you.

Benefits

Comprehensive medical benefits

Dental and vision coverage

Retirement plans

Paid leave

Flexible work arrangements

Education reimbursement

Wellness programs

Qualifications

• Strong work ethic and accountability are essential.
• Ability to manage incidents and facilitate teleconferences.
• Knowledge of Incident Management policies and procedures.

Responsibilities

• Participate in critical technology and business incidents.
• Facilitate teleconferences and drive service restoration.
• Ensure quick ticket resolution and promote process improvements.

Skills

Facilitation skills

Effective communication

Decision-making

Customer service skills

ITIL Service Management knowledge

Banking experience

Self-motivation

Adaptability

Multitasking

Education

ITIL Foundation Certification

Tools

ServiceNow

EverBridge

Job description

Description

Weekend Shift Role: Friday - Monday, 8pm - 6am ET, 10 hours a day.

3 Days Hybrid from any of our locations in RI, Iselin NJ, MA, Charlotte NC, Pittsburgh PA, Dallas TX, or Phoenix AZ.

Role is not relocation eligible.

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, third-party, weather, social/political unrest, employee safety, disaster/recovery, and other concerns impacting regulatory commitments or Citizens Bank's reputation. The team spearheads teleconferences among designated technology and business leaders to ensure effective incident management, which is critical for reducing risks, minimizing customer impact, protecting reputation, and controlling financial losses during incidents.

Reporting to the Manager of Enterprise Incident Management, the Sr IT Service Management Specialist will work within a team and will have the following primary responsibilities:

1. Participate in critical technology and business incidents/issues, including:

• Partnering with technology and business stakeholders to support incident mitigation and resolution.

Facilitate teleconferences and drive service restoration, including:

• Answering the EIM hotline for incident intake.
• Assessing impacts on operations, customers, finances, and business functions.
• Identifying recovery management and accountable business executives.
• Providing ongoing status updates and documenting incident records.
• Using EverBridge to page key resources for remediation.
• Command and control of incidents as the primary incident manager.
• Promoting ServiceNow tickets during incidents.

Governance: Examine incidents for data quality and process conformance.

Post-incident activities: Drive efforts to mitigate repeat incidents and identify improvements.

Resolution: Ensure quick ticket resolution and promote automation and process improvements.

Duties:

• Learn and understand Incident Management policies, processes, procedures, and runbooks.
• Vet initial incident reports for business impact.
• Respond to engagement needs based on outreach or incident tickets.
• Build and maintain relationships with control groups and stakeholders.
• Facilitate/partner in teleconferences for service restoration.
• Ascertain regulatory impact and ensure timely control group decisions.
• Manage incident escalation and criticality assessment.
• Authorize emergency changes during active events.
• Support continuous operational improvements.
• Provide 24/7 on-call support on a rotational basis.
• Assist with teleconference facilitation and post-restoration activities.
• Support ad-hoc management requests and maintain documentation.
• Participate in internal training for ongoing improvement.

Candidate Skills Profile:

• Professionalism, strong work ethic, and accountability.
• Facilitation and influencing skills.
• Effective communication at all levels.
• Integrity and decision-making courage.
• High energy and motivation for challenging assignments.
• Banking experience.
• ITIL Foundation Certification and knowledge of ITIL Service Management.
• Self-motivated with a results-driven attitude.
• Adaptability to changing environments.
• Assertiveness and initiative.
• Ability to multitask and prioritize.
• Strong customer service skills and a positive attitude.

Pay Transparency

The salary range for this position is $93,977 - $140,966 per year, plus potential annual discretionary bonus. Actual pay depends on location, skills, and experience. We offer comprehensive benefits, including medical, dental, vision, retirement, paid leave, flexible work arrangements, education reimbursement, wellness programs, and more. For details, visit our benefits page.

Salary estimates on job boards are based on self-reported data; recruiters will confirm pay during the interview process.

Equal Employment Opportunity

Citizens and its affiliates provide equal opportunities regardless of age, race, gender, disability, sexual orientation, religion, or other protected categories. We are committed to an inclusive culture where all colleagues are respected and valued. Employment decisions are based on merit, qualifications, and performance.