Incident Management Lead

Company: OneMain Financial
Location: Evansville
Posted on: November 20, 2020

Job Description:

We are looking for an experienced Incident Management who will be responsible for managing the Incident and Problem Management process.This includes creating and documenting Incident and Problem Records within ServiceNow, root cause analysis, analytics and reporting, documentation, ensuring adherence to policy and procedures, performing audits of high volume and reoccurring Incident and Problem Records.- When available, this role will also perform self-audits within the Technology area to proactively identify areas for improvement.Responsibilities:

• Managing the Incident and Problem process
• Maintains Incident and Problem Record data within ServiceNow
• Manage Incident Calls
• Assists with incident root cause analysis process
• Manage incident reporting and development
• Train incident process as appropriate
• Identifies recurring trends associated with Incident and Problem Records where volume is high and reoccurring
• Coordinates the annual review of the Service Management processes and provides required evidence for auditsQualifications:
  • Bachelor's Degree
  • 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
  • Technical background a plus.
  • 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.Benefits:Because we want our team members to bring us their very best every day, we believe they deserve the right opportunities and benefits. That's 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)
    • Tuition reimbursement
    • Continuing education
    • Bonus eligible
    • Paid time off
    • Paid volunteer time
    • And moreOur Company:OneMain Financial is the country's largest lending-exclusive financial company, proudly serving millions of customers with safe, affordable and transparent installment loans. Our customers turn to us every day-online and at 1,500 branches in 44 states-to 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. It's all about doing the right thing-a mission that hasn't changed for more than 100 years.#LI-DB1

Keywords: OneMain Financial, Evansville , Incident Management Lead, Executive , Evansville, Indiana