We are looking for an experienced Incident Management Lead responsible for managing the Incident Management process.This includes creating and documenting incident records within ServiceNow, analytics and reporting, documentation, ensuring adherence to policy and procedures, performing audits of high volume and reoccurring incident records. This role will also be responsible for process governance activities.
Managing the incident process
Maintains incident record data within ServiceNow
Manage Major incident calls
Facilitate incident root cause analysis process
Manage incident reporting, presentation, and development
Train incident process as appropriate
Identifies recurring trends associated with incident where volume is high and reoccurring
Coordinates the annual review of the Service management processes and provides required evidence for audits
Oversee incident management governance
Minimum 3+ years of incident management experience
Strong general technology skills including high level working knowledge of network and infrastructure
Extensive experience in analyzing complex technical processes and workflows
Experience with group facilitation and information gathering
Understands and expresses complex and sensitive concepts clearly, correctly and in a well-organized form
Must possess strong communication skills involving experience in asking follow-up questions
Experience with complex analytical problem-solving
Strong computer skills and experience with Microsoft Office applications required
Experience utilizing ServiceNow and Jira applications
Highly motivated enthusiastic, self-starter able to manage competing priorities
Strong knowledge and understanding of the business and systems, with the ability to establish/maintain high level of customer trust and confidence
Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.
Because we want our team members to bring us their very best every day, we believe they deserve the right opportunities and benefits. Thats why we packed our comprehensive benefits package for full- and some part-timers with:
Health and wellbeing options for team members and their dependents
Up to 4% matching 401(k)
Paid time off
Paid volunteer time
OneMain Financial is the countrys largest lending-exclusive financial company, proudly serving millions of customers with safe, affordable and transparent installment loans. Our customers turn to us every dayonline and at 1,500 branches in 44 statesto help them take control and improve their financial lives with solutions for debt consolidation, medical expenses, household bills, home improvements and auto purchases. Our talented and dedicated team members constantly look for responsible ways to serve our customers when, where and how they want. Its all about doing the right thinga mission that hasnt changed for more than 100 years.
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