Description
Citizens Bank is hiring a 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, modernizes ITSM processes and ServiceNow workflows, communicates technical issues to executives, and mentors team members. It is a full-time hybrid position requiring onsite work four days per week from one of five hub locations, with first- and second-shift availability as needed. The position requires at least five years of relevant IT service management or technology operations experience, hands-on ServiceNow experience, and strong stakeholder and executive communication skills; the salary range is $120,000 to $150,000 per year plus potential incentive earnings.
