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IT Incident/Problem Manager - Hybrid Work Schedule

Company: Curo Financial Technologies Corp
Location: Kansas City
Posted on: January 16, 2022

Job Description:

CURO Financial Technologies is one of the largest, fastest growing providers of short-term loans and financial services in the United States and Canada. Our licensed, direct lending products and heightened customer service focus are at the core of what we offer.

We have an upbeat, friendly and fast-paced environment. Our employees are excited to be a part of the CURO family, as evidenced by our low turnover rates and energized company culture. We've consistently grown well ahead of other short-term loan lenders and are primed for continued growth and enduring success.

Come and work for a Fintech company that has distinguished itself from competitors with quality product offerings, genuine customer service, robust operating systems, state-of-the-art call center, and a track record of new product innovation!

IT Incident/Problem Manager - IT Escalation Analyst

We are seeking to add an IT Escalation Analyst to the CURO IT team. This new addition to our team will handle Problem Management and will have a background supporting critical and proprietary applications, with a track record in outstanding service delivery.

Work location: Hybrid work environment based upon work/life needs. Prefer someone who is open to occasional travel to Wichita.

CORE ACCOUNTABILITIES:

  • Participate in Post Incident Review meetings and work with subject matter/technical experts to identify root cause including well defined corrective/preventative action plans
  • Manage problem record lifecycle by ensuring that respective Incidents, Problems or Changes are identified, recorded, and tracked to resolution in line with agreed resolution plans
  • Follow up issues and progress with Problem owners where necessary
  • Monitor the problems to ensure that progress and impact is documented and communicated to all stakeholders.
  • Pro-actively identify operational issues and trends
  • Provides appropriate reporting and work directly with subject matter/technical experts
  • Monitors problem management performance metrics and Key Performance Indicators (KPIs)
  • Facilitates and participates in Problem Management meetings with focus on recent major incidents, root cause analysis status, incident trending, and operational issues
  • Creating and updating of Problem Records
  • Facilitate Problem Investigation and Problem Review Meetings
  • Participate in investigations to identify the root cause of Problems, mitigating actions and service improvement initiatives (Including People, Process and Technology elements)
  • Provide recommendations for process development, monitoring reports and performance measurements
  • Work a flexible schedule, potentially including on-call

    CANDIDATE PROFILE:
    • Bachelor's degree in computer science, business, or related field from an accredited college or university
    • Practitioner ITIL v3 or 4 Certification or minimum ITIL v3 or 4 Foundations certification
    • 4+ years of related work experience in an operational/service management enterprise work environment
    • 2+ years in an Incident or Problem role.
    • Strong exposure to Ivanti Service Manager, LAN Desk, or another ITIL-based ITSM solution with a clear understanding of how tools should be used to support problem management process activities
    • Knowledge of Knowledge Centered Service (KCS) methodologies preferred
    • Strong knowledge of the ITIL Incident and Problem Management processes
    • Good understanding of Change, Configuration and Availability processes
    • Able to make decisions that deviate from established policies and procedures
    • Strong analytical thinking, troubleshooting and problem-solving skills within complex enterprise systems
    • Must be solutions-oriented and have exceptional written, verbal and interpersonal communication skills
    • Ability to write simple to complex queries in Microsoft SQL is a plus
    • Experience with Citrix applications and/or virtual desktops is a plus
    • Must be team oriented and have good customer service/communication skills
    • Ability to work under pressure, and adjust to changing priorities, circumstances and direction required
    • Ability to learn and utilize new applications and software systems effectively and efficiently
    • Effective performance with minimum supervision
    • Ability to handle multiple tasks simultaneously
    • Ability to work a flexible schedule, extended hours, and occasional weekends required
    • Occasional On-Call duty possible

      CURO Financial Technologies Corp Supports Equal Employment Opportunity. CURO Financial Technologies Corp (dba Speedy Cash, Rapid Cash, Cash Money, LendDirect, Avio Credit, Opt+ and Revolve Finance) is committed to a policy of providing equal employment opportunity to all qualified employees and applicants. This commitment is reflected in all aspects of our daily operations. We do not discriminate on the basis of race, color, sex, religion, national origin, marital status, age, disability, veteran status, or genetic information in any personnel practice, including recruitment, hiring, training, compensation, promotion, and discipline. Additionally, we do not discriminate based on any other characteristic protected by applicable state or local law where a particular employee works. In addition, it is the policy of CURO Financial Technologies Corp to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by federal law and any state law where a particular employee works.

      This employer participates in E-Verify.

      NOTICE: Please upload your resume in .pdf or .doc format.by Jobble

Keywords: Curo Financial Technologies Corp, Kansas City , IT Incident/Problem Manager - Hybrid Work Schedule, IT / Software / Systems , Kansas City, Kansas

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