Description

3 Days Hybrid from any of our locations in RI,  Iselin NJ, MA, Charlotte NC, Pittsburgh PA, Dallas TX or Phoenix AZ

Role is not relocation eligible. 

As the Principal Service Mgmt. Specialist in our Technology Service Management Practice Office, you will work with engineering teams and architecture to produce high-quality technology solutions for the Service Management functions. You will be given the autonomy to lead, design and develop innovative solutions to some of the biggest technical issues. As Principal, you will serve as a peer leader tasked with pursuing cutting-edge initiatives and solutions. The breadth of Citizens operations ensures a diversity of projects as Citizens pivots towards innovation and customer experience.  This role helps create standard operating procedures, collaborates with our Major Incident Management Team and colleagues within Citizens to improve our overall colleague technology experience.

Primary responsibilities include

Participate in an environment rapidly transforming to the Agile methodology, adhering to best practices and collaborating effectively with your team mates.Collaborate and contribute insight to service management / ITIL solution design ideation, ensuring both the success of the product and Adherence to enterprise architecture principles.Design, modify, develop and implement service management / ITIL solutions. build modern, architecturally sound components, tools and applications to meet mission driven strategic business goals.Infuse quality of service characteristics, such as scalability, manageability and maintainability, into distributed service based framework to create or expand business or technical capabilities.Employ industry best practices to evaluate, correct and prevent vulnerabilities during the incident management practiceServe as a peer leader, encouraging a culture of innovation and accountability while adhering to Agile best practices.Provide application and technical support teams with the standard operating procedures, and practices relevant for managing incident tickets within the ITSM platform

Qualifications, Education, Certifications and/or Other Professional Credentials

Service Management practice experience, Incident, Problem, Change ManagementExperience with Service Management principles, including ITIL frameworks and execution of practicesIntermediate to advanced ServiceNow experience a plusExperience training, gathering requirements and attestation, colleague incident interactions, queue management requirements, incident field definitions, and other activities performed in support of colleague technology issues and inquires.Proven experience in data analysis and incident trendingExpertise in Tableau or Power BI or other visualization tooling (Grafana, Lucid, etc)Advanced proficiency in Excel, including complex formulas and pivot tablesStrong experience in ServiceNow reporting and Performance Analytics

Hours per Week: 40Work Schedule: M-F

Pay Transparency 

The salary range for this position is $ 117,628 - $ 176,442 .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 https://jobs.citizensbank.com/benefits.

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

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, 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. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.