Incident Management Support

Tasks

• Manage member data update requests and incidents through ServiceNow.
• Perform member data maintenance using IMS Mainframe and related applications.
• Gather requirements directly from client stakeholders and coordinate with offshore teams.
• Assign, prioritize, track, and review offshore deliverables.
• Perform data validation, reconciliation, and analysis using SAS and Excel.
• Investigate data discrepancies and ensure timely incident resolution within SLAs.
• Train offshore resources and provide knowledge transfer.
• Maintain Knowledge Base (KB) articles, SOPs, and operational documentation.
• Support production validation activities, including occasional checks around 10 PM Central Time.

Requirements

• 6–9 Years
• Banking, insurance, or financial services experience is preferred.
• Hands-on experience with IMS Mainframe and member/customer data maintenance.
• Experience with ServiceNow or similar ITSM tools.
• Working knowledge of SAS and Microsoft Excel.
• Strong client communication, analytical, and problem-solving skills.
• Experience coordinating offshore teams and reviewing deliverables.
• Ability to independently manage production support activities.
• IMS Mainframe | Conversant | Mycroft | ServiceNow | SAS | Microsoft Excel

Schedule

• Day shift with occasional nighttime production support
• Start Date: Immediate

How to apply

• Share your updated resume.

Location

• San Antonio, TX (Locals Only)