Incident and Impact Analyst

Location:

• Possesses functional expertise and partners with leadership to drive or analyze technical support services for KeyBank enterprise processes and technology. Resolves support requests and meets customer satisfaction and continuous service delivery demands.
• Proactively monitors and completes work requests to ensure quality and timely completion; performs troubleshooting of escalated tasks before seeking assistance. Engages directly with partners to gather more information if needed.
• Participates in the continuous improvement idea generation process (process simplification and automation); drives the fulfillment of tasks needed to test and implement changes.
• Analyzes the data available, determines gaps, identifies next steps, resolves, and documents the resolution of moderately complex problems; escalates issues that could pose a risk to the bank as needed.
• Takes the lead and utilize a wider network of resources within technology. Develops a deeper understanding of responsibilities of other technology teams.  Be the trusted partner to the LOBs we support.
• Embraces mentorship and training opportunities. Applies continuous learning to their work. Shares own perspective on KeyBank processes and/or applicable trends and previous experiences.
• Schedules, coordinates, and facilitates strategic meetings with team members, peers, and vendors. Includes appropriate attendees based on topic and expectations, records outcomes, and action items.
• Gathers and analyzes metrics to monitor health of product, process, and/or environment; takes appropriate action or escalate as needed. Collaborates with other departments on enterprise performance metrics. Sets and updates documentation standards for a product, process, and/or environment.

• Technology based support operations/incident management experience.
• On call rotation mandatory (1 week a month)
• Expert level written and verbal communication skills in a 24x7 technology operations environment.
• Comfortable working in a 24-7 tech support role, which at times is changing quickly, and high pressure.
• Demonstrate expert level knowledge of managing and triaging technology-based production impacting problems.
• Great understanding of Service Now suite of products
• Expert level monitoring tool experience in Dynatrace
• Prioritizing incidents according to their urgency and influence on the business. Being able to communicate technology incidents in a high-level summary quick

• Technical writing experience/operating process writing.
• Banking/financial technology experience
• Comfortable with public speaking and presenting virtually to a large audience.

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $60,000 to $92,000 annually depending on location and job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance.

Please click here for a list of benefits for which this position is eligible.

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be Mobile or Home-based, which means you may work primarily either at a home office or in a Key facility to perform your job duties.

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.

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