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Job Profile
Position Overview
At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. This is a remote position within the Birmingham, AL market. Surrounding markets may be considered. In person activities may occur periodically based on business need.
This position is part of the Enterprise Technology & Security department. As an Incident & Problem Consultant, you will respond to critical incidents and manage them to remediation. Verbal and written communication are critical in this role.
Work schedule: 6am to 6pm EST, Thurs thru Sat and alternate Wednesday
Job 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.
Competencies
Analytical Thinking – Knowledge of techniques and tools that promote effective analysis and the ability to determine the root cause of organizational problems and create alternative solutions that resolve the problems in the best interest of the business.
Contingency and Disaster Recovery – Knowledge of approaches, practices, tools and techniques for contingency and disaster recovery operations, and the ability to develop and execute contingency and disaster recovery plans.
Decision Making and Critical Thinking – Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.
IT Environment – Knowledge of an organization’s IT purposes, activities and standards; ability to create an effective IT environment for business operations.
IT Incident Management – Knowledge of and ability to investigate, troubleshoot, resolve and prevent the recurrence of incidents that interfere with the normal delivery of IT services.
IT Service Management (ITSM) – Knowledge of and the ability to utilize a variety of management skill sets and technical tools to ensure quality and high standards in IT services.
IT Standards, Procedures & Policies – Knowledge of and the ability to utilize a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.
Problem Management – Knowledge of the processes involved in problem control, error control and the production of management information; the ability to identify the root cause of problems in a timely and accurate manner and bring them to a successful resolution.
Requirements Analysis – Knowledge of methods and techniques to elicit, analyze and record required business functionality and non-functionality requirements; ability to analyze these requirements to ensure the success of a system or software development project.
Technical Troubleshooting – Knowledge of technical troubleshooting approaches, tools and techniques, and the ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.
Work Experience
Roles 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 and experience (including military service) may be considered.
Education
Bachelors
Additional Job Description
base salary commensurate upon skills and experience
Benefits
PNC offers employees a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include medical/prescription drug coverage (with a Health Savings Account feature); dental and vision options; employee and spouse/child life insurance; short- and long-term disability protection; maternity and parental leave; paid holidays, vacation days and occasional absence time; 401(k), pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about these and other programs, including benefits for part-time employees, visit pncbenefits.com > New to PNC.
Disability Accommodations Statement:
The PNC workplace is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the PNC Careers website or submission process, please call 877-968-7762 and select Option 4: Recruiting or contact us via email at pathfinder@pnc.com.
The Human Resources Service Center hours of operation are Monday – Friday 9:00 AM to 5:00 PM ET.
Equal Employment Opportunity (EEO):
PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.
California Residents
Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.
