Enterprise Incident & Problem Management Analyst (Technical & Business Writing)

The Enterprise Incident & Problem Management Analyst will manage global incidents across multiple data center environments, ensure contractual service level agreements are met, and develop incident and problem management activities across the entire enterprise.

Requirements

• More than 5 years of relevant work experience in technical and business writing
• Relevant experience in the financial industry and incident management process
• Knowledgeable in different financial and digital applications and terms
• Considerable knowledge of incident and problem management principles, procedures and techniques
• Knowledgeable in ITIL V3/V4 Foundation, other IT Service Management processes (Change/Problem), and ServiceNow tool
• Strong knowledge of issue resolution and escalation practices
• 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
• 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