Incident Management Lead in Baltimore, MD at One Main Financial

Date Posted: 11/18/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    100 International Drive
    Baltimore, MD
  • Job Type:
  • Experience:
    Greater than 15 years
  • Date Posted:
    11/18/2020

Job Description

We are looking for an experienced Incident Management Lead responsible for managing the Incident Management process.This includes creating and documenting incident records within ServiceNow, analytics and reporting, documentation, ensuring adherence to policy and procedures, performing audits of high volume and reoccurring incident records. This role will also be responsible for process governance activities.

Responsibilities:

  • Managing the incident process

  • Maintains incident record data within ServiceNow

  • Manage Major incident calls

  • Facilitate incident root cause analysis process

  • Manage incident reporting, presentation, and development

  • Train incident process as appropriate

  • Identifies recurring trends associated with incident where volume is high and reoccurring

  • Coordinates the annual review of the Service management processes and provides required evidence for audits

  • Oversee incident management governance

Qualifications:

  • Bachelor’s Degree

  • Minimum 3+ years of incident management experience

  • Strong general technology skills including high level working knowledge of network and infrastructure

  • 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

  • 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 more

Our 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.

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OneMain Holdings, Inc. is an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identify, national origin, age, marital status, protected veteran status, or disability status.