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U.S. Bank Incident/Problem Manager in Springfield, Illinois

At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Job Description

The Incident Management function is part of the Global Service Management/Operations Team and is responsible for rapid restoration of service through command, control and communication as well as post incident follow up across all business applications and infrastructure. Employees will be working in high pressure situations with executives as well as technicians. The ability to translate complex technical issues into clear and timely business communication is a critical part of this role which includes leading, communicating and driving escalated incidents to impact resolution. Will be expected to be part of an on-call rotation for 24/7 rapid response.

Incident and Problem Manager Job Description

The Company:

talech (https://www.talech.com/) is an innovator in the Point-of-Sale space for small and medium businesses (SMB). In 2019 it was acquired by US Bank and is now tasked with leading the charge to enable the development of a comprehensive digital experience for SMBs where the interface to the customers is the talech POS.

The Customer Success Function:

The Customer Success (CS) function works to ensure our customers maximize the value they receive from the solutions they acquired from us, while making them raving fans of the company. The CS team works to expand the solutions the customers utilize from the company, to provide more value to them as well as more revenue to the company.

The practices within the CS function are: Professional Services (PS), Technical Support (TS) and Customer Success Management (CSM) CS Operations (CS OPS) and Knowledge, Training & Sales Enablement (K&T).

The Technical Support Customer Care Practice:

The Technical Support and Customer Care Practice is the team responsible for ensuring our customers are able to use our solution in the most effective and uninterrupted way, and we can address any and all question, concern or challenge they encounter as quickly (speed!), Effectively (quality!) and efficiently (low effort!). Our Customer Care team is a 24x7 operations for our customer consisting of Tier 1. Tier 2 agents, and Configuration Management Analysts with several supporting functions like Quality Assurance, Incident and Problem Management and Workforce Management.

ITIL Incident and Problem Manager is responsible for managing the ITSM processes in accordance to US Bank and ITIL best practices. He or she should be practitioner in the area, focused on core IT Service Management / ITIL functions including but not limited to areas such as problem management and incident management ITIL Incident and Problem Manager ensures that standardized methods and procedures are used for efficient and prompt handling of all incidents in order to minimize the impact of incidents upon service quality and consequently identifies opportunities to improve the day-to-day operations of the organization. Candidate will be expected to be on-call rotation for 7x24 coverage.

Responsibilities

  • Overall responsibility for the delivery and continuous improvement of multiple core IT Service Management (ITSM) processes (Incident and Problem)

  • Executes the Incident Management process tasks in adherence with global and local requirements

  • Continually analyze and refine service portfolio metrics to help shape the future ITSM Strategy

  • Develop business cases to propose and implement additional ITSM processes and functions to further improve service

  • Coordinates and manages the Incident Management process activities across departments and ensure meeting SLAs

  • Escalates risks and issues to the Director of Operations, Customer Care

  • Supports Incident Management reporting (KPIs and customer SLAs)

  • Ensures consistent end-to-end application of the Incident Management process

  • Drives implementation of standard execution of the Incident Management process

  • Is responsible for the complete process adherence and handling of incidents and problems according to SLAs

  • Develop self-auditing and compliance capabilities around ITSM procedures

  • Is responsible for acting as an escalation point to expedite incident resolution

  • Is responsible for handling major incidents

  • To take ownership and responsibility for the problem management process and policies and to ensure continual improvement

  • To take ownership and responsibility for the major incident process and policies and to insure continual improvement

  • Design appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis

  • Responsible for facilitating root cause analysis meetings.

  • Improve service quality through a proactive reduction of incidents

  • Identification of underlying root cause of service failures, including people, process, technology issues, to ensure appropriate action is taken for elimination

  • Management of permanent resolutions of issues and reduction of workarounds

  • Properly document available workarounds and provide information to service partners

  • Proactively identify opportunities to prevent future incidents

  • Working hours will vary with need but may fall outside normal working hours

  • Facilitation of critically impacting problems to ensure the highest standards of system availability are met for the consumers of technology

  • Minimize the impact of incidents that cannot be prevented

  • Ensure that permanent solutions are implemented and track and control results

Basic Qualifications

  • Bachelor's degree in Business or related field, or equivalent work experience

  • Five or more years of experience in ITIL Svc Mgmt or equivalent field managing crises, preferably within the financial industry

Preferred Qualifications:

  • 8 years’ experience in Service Delivery, Problem Management, and Incident Management in an ITIL environment

  • ITIL certification strongly preferred

  • Experience with ServiceNow preferred

  • Solid leadership and communication skills (written and verbal)

  • Proven ability to work in a high pressure environment.

  • Solid problem solving skills: detailed and results oriented.

  • Strong time management/planning skills

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants (https://careers.usbank.com/global/en/disability-accommodations-for-applicants) .

Benefits:

Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.

Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting careers.usbank.com .

EEO is the Law

Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) poster.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program (https://careers.usbank.com/verification-of-eligibility-for-employment) .

Salary range reflected is an estimate of base pay and is for the primary location. Base pay range may vary if an offer is made for work in a different location. Pay Range: $92,480.00 - $108,800.00 - $119,680.00

Due to legal requirements, U.S. Bank requires that the successful candidate hired for some positions be fully-vaccinated for COVID-19, absent being granted an accommodation due to a medical condition, pregnancy, or sincerely held religious belief or other legally required exemption. For these positions, as part of the conditional offer of employment, the successful candidate will be asked to provide proof of vaccination or approval for an accommodation or exemption upon hire.

U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

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