Splst, Incident Management

If you're looking for a meaningful career, you'll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster's values, these set us apart as a bank and as an employer.

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

ITIL Incident Analyst is responsible for managing the ITSM processes in accordance to HSA Bank Service Management Model based on ITIL best practices. The individual should be focused working towards an ITIL foundation certification on core IT Service Management / ITIL functions including but not limited to areas such as problem management, incident management, change management, configuration management, service level management.

ITIL Incident Analyst ensures that standardized methods and procedures are used for efficient and prompt handling of all /incidents to minimize the impact of incidents upon service quality and consequently identifies opportunities to improve the day-to-day operations of the organization.

Job Duties And Responsibilities

• Executes the Incident Management process tasks in adherence with global and local requirements and with the guidance of the incident manager and/or IT Service Delivery Manager.
• Coordinates and manages the Incident Management process activities across departments and ensure meeting SLAs with the guidance of the incident manager and/or IT Service Delivery Manager.
• Escalates risks and issues to the IT Service Delivery Manager with the guidance of the Incident Manager
• Supports Incident Management reporting (KPIs and customer SLAs) with the guidance of the incident manager and/or IT Service Delivery Manager.
• Assists the Incident Management in ensuring consistent end-to-end application of the Incident Management process with the guidance of the incident manager and/or IT Service Delivery Manager.
• Drives implementation of standard execution of the Incident Management process
• Is responsible for the complete process adherence and handling of incidents according to SLAs with the guidance of the incident manager and/or IT Service Delivery Manager.
• Is responsible for acting as an escalation point to expedite incident resolution with the guidance of the incident manager and/or IT Service Delivery Manager.
• Is responsible for handling critical incidents and escalating to IT Service Delivery Manager when it becomes a Major Incident with the guidance of the incident manager and/or IT Service Delivery Manager.
  
  
  

Experience Needed

• ITIL certification or relevant experience with ITIL implementations preferred
• Experience with ServiceNow Preferred
• Solid leadership and communication skills (written and verbal)
• Proven ability to work in a high pressure, client facing environment.
• Solid problem solving skills; must be detailed and results oriented.
• Strong time management/planning skills, must be able to allocate resources for a 24x7 on call support environment
  
  
  

The estimated salary range for this position is $65,000.00 to $80,000.00. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.