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Senior IT Service Management Specialist - Second Shift




Sr IT Service Management Specialist - Enterprise Major Incident Management - Second Shift – 2 PM to 10 PM EST

The Enterprise Incident Management team leads all aspects of major incident management across the organization for technology and business-related events.  This is inclusive of business, technology, facilities, cyber & security, privacy, 3rd party, weather, social / political unrest, employee safety, disaster/recovery and anything that raises concern for regulatory commitments or impacting Citizen’s bank reputation by spearheading teleconferences among designated technology and business leaders.  Effective and robust major incident management delivery is critical to reducing the risks, minimizing impact on customers, reputational, and controlling financial losses when the organization is impacted by an incident / event. 

Reporting to the Manager of Enterprise Incident Management, the Sr IT Service Mgmt Specialist will work within a team and will have the following primary responsibilities:

  1. Participate in criticality technology and business incidents / issues including:
    • Partnering with technology and business groups with a wide range of technology and business stakeholders to agree and drive actions in support of incident mitigation and resolution.
  2. Facilitate teleconferences - Drive to service restoration partnering business, technology and control group participants, business customers.
    • Answer the EIM hotline for intake of potential incidents. 
    • Assess operations, customer, financial and business impacts for incidents to ascertain who will be required for restoration.
    • Identify the recovery management and accountable business executive for incident to help drive restoration. 
    • Provide ongoing status of progress / state of the state / outline actions / next steps. 
    • Draft and document and incident alert to provide state of the state throughout the lifecycle of an incident. 
    • Documentation of incident records to meet all quality requirements (ServiceNow, SharePoint, Incident Workbook, etc.).
    • Page key resources through EverBridge to aid in remediation of an incident.
    • Command and control the incident as the primary incident manager. 
    • Promote ServiceNow tickets during an incident.
  3. Governance – Examination of incidents for data quality and process conformance.
  4. Post incident activity – Drive to mitigate repeat incidents and identify learning / improvement opportunities to enhance the customer and internal technology and business partner experience.
  5. Resolution - Ensure the quick resolution of tickets; encourage the automation of habitual Service Management concerns from colleagues and process improvement. 


  • Fully learn/understand the Incident Management policies, process and procedures and runbooks.
  • Vetting initial report of an incident for business impact through intake methods used by our EIM process.
  • Respond to engagement needs based on reach out and/or incident ticket.
  • Build strong relationships with Control groups areas, understanding the role they play, participants and expectations,
  • Maintain and enhance key stakeholder relationships to ensure that there is representation from all business areas across all levels of the business incident management structure for Citizens. 
  • Facilitate/partner and support teleconferences to drive service restoration.
  • Ascertain impact to bank’s meeting regulatory requirements and ensure control group decisioning is timely.
  • Ensure incidents are managed at the appropriate level, all incidents are escalated to leadership appropriately, and all incidents are assessed for the appropriate criticality.
  • Decision authority to pursue emergency change during active event.
  • Advocate for continuous operational improvement.
  • Provide 7x24x365 on-call support as point of escalation on a rotational basis.
  • Perform auxiliary tasks to assist teammates in teleconference facilitation – obtaining resources, tracking timeline, creating, and publishing business decisions and action items.
  • Support ad-hoc requests from Management.
  • Manage any post-restoration activities.
  • Support any heightened awareness periods/activity.
  • Maintain any administration documentation – distribution lists, Everbridge lists, etc.
  • Training – Internal training for constant improvement opportunities.    

Candidate Skills Profile:

  • Professionalism - Ability to maintain a high level of professionalism, excellent work ethic and personal accountability.
  • Facilitation - Strong facilitation and influencing skills.
  • Communication: Ability to communicate at all levels and must be able to convey effective, timely and accurate information through written and oral communication.
  • Integrity - Shows courage and integrity when making tough decisions.  
  • Innovation - High energy, innovative individual who is motivated by challenging assignments.
  • Banking experience - Previous experience in Banking institution.
  • ITIL Foundation Certification – strong knowledge of ITIL Service Management-Service Support.
  • Motivation - Self-motivation to reach and exceed goals.
  • Adaptability - Ability to adjust and succeed in a rapidly changing environment.
  • Assertiveness - Candidate should possess initiative, assertiveness, and a drive for results.
  • Multitasking - Ability to balance multiple competing priorities.
  • Customer service - Strong customer service skills and a “can do” attitude.

Qualifications, Education, Certifications and/or Other Professional Credentials

  • Bachelor's degree in Information Technology or relevant industry experience. 

Hours & Work Schedule

  • 40 hours:
  • 2 PM to 10 PM

Pay Transparency 

The salary range for this position is $ 94,400 - $ 141,600 per year plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience.   

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of very local and state jurisdiction in the United States. For an overview of our benefits, visit

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.


We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.

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