Enterprise Incident & Problem Management Analyst Senior

The Enterprise Incident & Problem Management Analyst Senior manages global incidents across multiple data center environments, ensures contractual service level agreements, and develops incident and problem management activities across the entire enterprise.

Requirements

• solid and proven experience doing Incident Management, Problem Management, Process Improvement Initiatives
• excellent communication skills and experience handling escalations
• considerable knowledge of incident and problem management principles, procedures and techniques
• ITIL v4 certification
• ServiceNow
• Financial Industry experience
• knowledge of FIS products and services
• broad knowledge of IT infrastructure
• ability to apply analysis and creative thinking when solving problems and conflict
• ability to provide acute attention to detail
• ability to communicate effectively to all levels within the organization
• ability to manage multiple incident tasks simultaneously
• conflict resolution and facilitation skills
• decision making ability within specified parameters
• independent and collaborative decision making
• skilled at identifying and implementing process improvements
• ability to effectively establish and maintain relationships across the organization
• excellent written communication skills
• solid business acumen and an awareness of business implications of decisions
• demonstrated skill in timely, proactive, responsive follow-through on deliverables
• ability to organize tasks and priorities effectively and under minimal supervision
• proven ability to function in an environment that requires flexibility, good judgment and sound decision-making often based on limited information and/or under extreme conditions

Benefits

• A competitive salary and benefits, including HMO on Day 1
• Great workspaces with dedicated and motivated colleagues
• A variety of career development tools, resources, and opportunities
• Work for an organization that champions Inclusion and Diversity