Incident Problem Management Analyst

Bank Of America Corporation Jersey City , NJ 07097

Posted 1 week ago

Job Description:

Line of Business Role Description

Incident & Problem Services (IPS) is accountable for all aspect of IT Production Support Incident & Problem Management strategy, services, and processes for eCTO Application Production Services organization. The candidate will work across business and IT teams to execute the IPS operating model.

Key responsibilities are managing and triaging Major Incidents, creating and updating Incidents and Problem Tickets for data quality and completeness, perform Problem Management for root cause and corrective actions and manage escalation and notification for senior management. The individual will work closely with production support, development and infrastructure teams on completing these task. In carrying out these activities, associate will follow the enterprise Incident and Problem Management policies.

The successful candidate will be required to drive change, drive global standards and understand the various business and regulatory environments we operate in. Maintaining a stable environment for the business to operate is vital deliverable for this role.

The role is for execution of Incident and Problem activities, not governance.

Enterprise Role Description

Leads a large project or multiple projects that are significant in scope and impact. Works independently, with limited direction, and is evaluated through end results.

Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of a technical environment which meets current and anticipated business requirements and objectives. Participates with Technology management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as a single point of contact and the escalation point between the client/business area and internal management for the resolution of unresolved problems, complaints and complex service requests. Provides the client areas with technology products and service alternatives that improve the support delivery process. employees in this job code do not manage people

Required Skills:

  • +5 years of performing Incident Management

  • +5 years of performing Problem Management

  • +5 years of providing Application Support

  • Work well with others, in a collaborative environment.

  • Excellent organizational and project management skills, including the ability to organize time, work on multiple tasks, and follow tasks and projects through to completion, while keeping all interested parties properly updated.

Desired Skills:

  • ITIL Certified

Posting Date: 03/15/2019

Location: Jersey City, NJ, 101 HUDSON ST (NJ2101), - United States

Travel: Yes, 10% of the time

Full / Part-time: Full time

Hours Per Week: 40

Shift: 1st shift



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Incident Problem Management Analyst

Bank Of America Corporation