PNC Incident Problem Consultant-M-F PM-1130 PM 

United States, Arizona, Phoenix 

639801852

Monday-Friday 3:00 pm-11:00 pmJob Description

• Develops, implements and manages the incident and problem management program, staff and operations.
• Reviews and oversees incident requests, priorities, escalation and resolution activities. Leads complex problem identification, evaluation, analysis and resolution producing.
• Coordinates with others on strategies to improve change management, process effectiveness, and build action plans for incident recovery.
• Develops and implements incident action plans; ensures the delivery of solutions in a timely manner. Ensures that root cause and trend analysis is determined; provides reports on root cause and trend analysis in a timely manner.
• Monitors and improves documentation and reporting processes for incident status and results.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and requiredneeded to be successful in this position.

Change Management, Debugging, Process Improvements, Relationship Building, Root Cause Analysis (RCA), Trend AnalysisAnalytical Thinking, Contingency and Disaster Recovery, Decision Making and Critical Thinking, IT Environment, IT Incident Management, IT Service Management (ITSM), IT Standards, Procedures & Policies, Problem Management, Requirements Analysis, Technical TroubleshootingRoles at this level typically require a university / college degree, with 3+ years of relevant / direct industry experience. Certifications are often desired. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.No Required Certification(s)No Required License(s)
California Residents

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