Sr. Associate Process Manager, Incident Management - Hybrid

Job Responsibilities

• Monitor performance of Enterprise Payments network; respond to technical outages impacting customers and associates through all channels
• Responds to technical outages impacting customers and associates through all channels
• Responsible for ownership and execution of processes critical to the end user support and incident management function
• Establish and maintain formal process documentation
• Engage with Senior Leadership as needed, to communicate details and updates relating to high-severity incidents
• Interface between Enterprise Payments stakeholders and IT in a highly collaborative environment
• Compile and analyze advanced level reporting that is often complex, which includes gathering, transforming and presenting data to key stakeholders and external partners
• Partner with upstream and downstream stakeholders and other partners to support intent changes and makes adjustments timely in a well-managed way
• Participate in internal quality assurance controls and monitoring, including real-time review and editing of communications
• Interface with Technology teams to assess impacts to operations during multi-user incident events
• Support ad hoc, enhancement or business-wide projects either independently or through partnership with support teams
• Foster a culture of openness, collaboration and continuous improvement

Basic Qualifications

• High School Diploma, GED or equivalent certification
• At least 1 year of experience with data reporting and analytics
• At least 1 year of process or project management experience
• At least 2 years of experience using Google Suite

Preferred Qualifications

• Bachelor's Degree or military experience
• At least 1 year of experience supporting, partnering and interacting with internal business partners
• At least 2 years of experience with access management or incident management
• At least 2 years of experience with reporting and analytics
• At least 2 years of process or project management experience
• At least 2 years of experience with reporting and analytics
• At least 2 years of process or project management experience
• At least 3 years of experience using Google Suite
• BPM Certification

Location

Hybrid role: 3 days per week in the office, 4 days per week virtually.