Sr IT Service Management Specialist - Enterprise Incident Mgmt; 3rd Shift

Sr IT Service Management Specialist – Enterprise Incident Mgmt (3rd Shift)

Citizens is looking for an experienced Senior IT Service Management Specialist to lead major incident management across our technology and business functions. The role will focus on driving resolution of critical incidents that impact customers, reputation, and financial performance.

Shift
:
Monday – Thursday, 8 PM – 6 AM (3rd shift). This position is not relocation eligible.

• Participate in critical technology and business incidents, partnering with stakeholders to drive incident mitigation and resolution.
• Facilitate and lead incident teleconferences, coordinating with technology, business, and control groups to restore services.
• Answer the EIM hotline to intake potential incidents and assess operational, customer, financial, and business impacts.
• Identify recovery management and accountable executives, and promote Service Now tickets during incidents.
• Document incidents and maintain records in Service Now, SharePoint, Incident Workbook, etc., ensuring data quality and process compliance.
• Command and control incidents as the primary incident manager, providing status updates and next‑step actions.
• Drive post‑incident activities to mitigate repeat incidents and identify improvement opportunities.
• Ensure quick ticket resolution and encourage automation of routine support issues.

• Fully understand Incident Management policies, processes, runbooks, and EIM intake methods.
• Respond to engagement needs based on outreach or incident tickets and build relationships with control groups.
• Maintain stakeholder relationships across all business levels and facilitate teleconferences for service restoration.
• Ensure regulatory compliance, timely decision‑making, and appropriate escalation of incidents.
• Provide 7x24x365 on‑call support on a rotational basis and assist teammates with teleconference facilitation.
• Support ad‑hoc management requests and post‑restoration activities.
• Maintain administrative documentation (distribution lists, Everbridge lists, etc.) and deliver internal training.

• Professionalism, strong work ethic, and personal accountability.
• Excellent facilitation, influencing, and communication skills at all levels.
• Integrity, innovation, and self‑motivation to exceed goals.
• Adaptability, assertiveness, and multitasking ability.
• Customer‑service mindset and a “can‑do” attitude.
• Banking experience and ITIL Foundation certification (ITIL Service Management).

The salary range is $93,977 – $140,966 per year plus an opportunity for an annual discretionary bonus. Additional compensation factors include location and relevant skills.

Citizens provides equal employment and advancement opportunities to all employees and applicants, regardless of age, ancestry, color, citizenship, disability, ethnicity, gender identity, genetic information, marital status, religious or sexual orientation identity, or any other protected characteristic.

Citizens is a customer‑centric culture that supports local communities. Employees enjoy training, tools, flexible arrangements, and a collaborative workforce that values professional growth.

Posting End Date: 12/31/2025