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Incident Management and Production Support
Ref No.: 17-21701
Location: RIVERWOODS, Illinois
Large Company has a Contract Opportunity in Riverwoods, IL




Reporting to the Manager of the Incident Management Team, individual will be responsible for all open incidents related to specific areas within Consumer Banking. Candidate will oversee the day-to-day production support and troubleshooting/triage for system and operational issues related to these areas within Consumer Banking. In addition, this resource will maintain and support reporting of his/her areas, giving the Manager a view into all related issues. This individual will also assist in the daily review and assignment of newly opened incidents, to help ensure no 'urgent' issue is lurking within low priority items. The candidate should have a balanced skill set of business acumen, financial industry/lending experience will be valuable. The candidate must be proactive, have strong thinking and problem solving skills, and be willing to work in a fast-paced, dynamic environment. The candidate should be able to multi-task and quickly turn-around immediate priority requests. This role is critical to Incident Management in providing front line support and ensuring that issues are correctly identified, escalated, and that users are given timely updates. This is a critical role given the volume of incidents that are identified daily, as well as the direct monetary impact an issue may have on our customers.




Incidents mainly on Lending/Student Loans related issues

Team uses Service Now- experience not required, will train

Will handle remediation, tickets impacting customer

Resolve low, medium and high level incidents. Tickets last 30 days on average, but some low tickets have lasted 60 days