Description
Job Title: Incident and Problem Specialist Work Location: Fully Remote (Working within EST) Contract Length: 6 months Job Description: We are seeking an Incident & Problem Management Specialist to join our team, responsible for managing incidents and problem resolution within our clients digital banking operations. This role is less focused on real-time firefighting and more on analyzing workflows, identifying trends, and improving service resiliency through proactive measures. You will work alongside three other team members, collaborating closely with leadership and technical teams to enhance incident response processes and implement preventative strategies. Key Responsibilities: Incident & Problem Management: Oversee the lifecycle of incidents, ensuring thorough analysis and resolution while effectively communicating updates to leadership. Process Improvement: Take a holistic approach to problem management by analyzing workflows, identifying gaps, and implementing proactive checks to enhance resiliency and prevent future incidents. ServiceNow Expertise: Utilize ServiceNow for tracking and managing incidents, problem investigations, and workflow enhancements. Data Analysis & Trend Identification: Identify recurring issues and trends to drive long-term improvements in system stability and performance. Collaboration & Communication: Work cross-functionally with technical teams and leadership to streamline processes, document best practices, and refine response strategies. Reporting & Dashboarding: Leverage PowerBI (nice to have) to create dashboards that track incident metrics, system performance, and improvement initiatives. Knowledge Management: Maintain and enhance documentation within Confluence and Jira , ensuring clear and up-to-date records of incidents, resolutions, and process refinements. Required Skills & Experience: Experience in incident and problem management , with a strong focus on analyzing workflows and improving operational resilience. Hands-on expertise with ServiceNow for incident tracking, problem resolution, and workflow automation. Strong analytical skills with the ability to identify trends, optimize processes, and implement proactive measures. Experience in stakeholder communication, particularly in presenting incident reports and solutions to leadership teams. Familiarity with Jira and Confluence for documentation and workflow tracking. Experience in data visualization and dashboarding (PowerBI is a plus). Solid understanding of ITIL principles and best practices in problem management.
