Description
Citizens is hiring a full-time Principal Service Management Specialist - Enterprise Incident Manager to lead enterprise incident management, operational resilience, governance, process maturity, and automation. The role manages high-impact P1 and P2 incidents, coordinates cross-functional recovery, improves ITSM processes and ServiceNow workflows, communicates technical issues to executives, and mentors team members. It requires at least five years of relevant experience, enterprise incident management experience in a highly regulated environment, and hands-on ServiceNow experience. The position follows a hybrid schedule with four onsite days and one remote day from one of five hub locations, and pays $120,000 to $150,000 annually plus potential incentive earnings.
