Incident Management Analyst

Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500¹ company where people come first. With over 8 million clients and 19,000 financial advisors across the U.S. and Canada, we're proud to be privately-owned, placing the focus on our clients rather than shareholder returns. Behind everything we do is our purpose: We partner for positive impact to improve the lives of our clients and colleagues, and together, better our communities and society. We are an innovative, flexible, and inclusive organization that attracts, develops, and inspires performance excellence and a sense of belonging. People are at the center of our partnership. Edward Jones associates are seen, heard, respected, and supported. This is what we believe makes us the best place to start or build your career. View our Purpose, Inclusion and Citizenship Report. ¹Fortune 500, published June 2023, data as of December 2022. Compensation provided for using, not obtaining, the rating. Edward Jones Helpdesk is seeking a highly skilled and highly motivated Incident Management Analyst to support our Helpdesk's Real Time Management area. We are responsible for enabling firm and functional area decision making, providing insightful and action oriented financial analysis, evolving financial planning processes, as well as applying best practices and new perspectives to solve complex problems. This role coordinates and manages the Incident Management process activities across the Helpdesk, working with other Team & Department leaders to resolve complex escalations. The individual on this team acts as liaison between Helpdesk, Command Center and Major Incident Management areas. . What You'll Do: * Assist with classification and prioritization of incidents as well as identifying the impact, partnering with Command Center Operations. * Analyze incoming Helpdesk Incidents to identify service restoration actions to be taken for customers. * Monitor incident details of the status and the progress towards resolution of assigned incidents. * Coordinate and drive appropriate actions in response to incidents on behalf of the Helpdesk. * Assist the Incident Management Process Owners in driving Service Management best-practice and ITIL process standardization. * Act as an escalation point to expedite incident resolution, partner with various teams to ensure communication and resolution. * Escalate the process as necessary per established escalation policies. * Act as a customer escalation point from Tier 1 related to customer service issues. Edward Jones' compensation and benefits package includes medical and prescription drug, dental, vision, voluntary benefits (such as accident, hospital indemnity, and critical illness), short- and long-term disability, basic life, and basic AD&D coverage. Short- and long-term disability, basic life, and basic AD&D coverage are provided at no cost to associates. Edward Jones offers a 401k retirement plan, and tax-advantaged accounts: health savings account, and flexible spending account. Edward Jones observes ten paid holidays and provides 15 days of vacation for new associates beginning on January 1 of each year, as well as sick time, personal days, and a paid day for volunteerism. Associates may be eligible for bonuses and profit sharing. All associates are eligible for the firm's Employee Assistance Program. For more information on the Benefits available to Edward Jones associates, please visit our benefits page. What Will You Need : * 2 - 3 years of experience in the ITIL driven IT management environment * Understanding of Incident Management, Problem Management and Change Management processes * Strong interpersonal and teamwork skills * Strong written and verbal communication skills * Sound ability to collaborate well with associates and leadership throughout the firm, including external vendors What Could Set You Apart: * 3 - 5 years of experience in the ITIL driven IT management environment preferred * ITIL 3 or 4 Certification preferred * Bachelors Degree in IT or related field * Candidates that live within in a commutable distance from our Tempe, AZ and St. Louis, MO home office locations are expected to work in the office three days per week, with preference for Tuesday through Thursday.* At Edward Jones, we are building a place where everyone feels like they belong. We're proud of our associates' contributions to the firm and the recognitions we have received. Check out our U.S. awards and accolades: Insights & Information Blog Postings about Edward Jones Check out our Canadian awards and accolades: Insights & Information Blog Postings about Edward Jones Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law. Edward Jones' compensation and benefits package includes medical and prescription drug, dental, vision, voluntary benefits (such as accident, hospital indemnity, and critical illness), short- and long-term disability, basic life, and basic AD&D coverage. Short- and long-term disability, basic life, and basic AD&D coverage are provided at no cost to associates. Edward Jones offers a 401k retirement plan, and tax-advantaged accounts: health savings account, and flexible spending account. Edward Jones observes ten paid holidays and provides 15 days of vacation for new associates beginning on January 1 of each year, as well as sick time, personal days, and a paid day for volunteerism. Associates may be eligible for bonuses and profit sharing. All associates are eligible for the firm's Employee Assistance Program. For more information on the Benefits available to Edward Jones associates, please visit our benefits page.

Created: 2024-10-25