Sr Analyst IT Service Management

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

The Senior Analyst – IT Service Management (Incident Manager) at Empower is responsible for leading the response and coordination of high-severity technology incidents to protect participant experience, business operations, and regulatory commitments. This role serves as a critical control point across technology, operations, and business teams to ensure rapid service restoration, accurate impact assessment, and clear executive communication.

This position plays a key role in production stability, operational resilience, and continuous improvement, particularly across participant-facing platforms (e.g., PSC, Participant Web, Partner Web) and critical business services.

Key Responsibilities

Major Incident Management

• Lead end-to-end management of P1 and P2 incidents, including triage, escalation, coordination, and closure.
• Facilitate incident bridge calls and ensure timely engagement of engineering, infrastructure, vendor, and business stakeholders.
• Drive focus on rapid service restoration while minimizing participant, client, and operational impact.
• Ensure incidents are accurately documented in ServiceNow, including impact, timelines, decisions, and resolution details.
  
  

Communication & Business Alignment

• Deliver clear, concise, business-focused communications during incidents to leadership, operations, and client-facing teams.
• Partner closely with business stakeholders to validate impact and ensure awareness across affected groups.
• Support executive incident review calls by preparing summaries, timelines, and discussion points.
• Act as a trusted liaison between technology teams and business partners during critical events.
  
  

Post-Incident Review & Stability Improvement

• Facilitate post-incident reviews and ensure Root Cause Analyses (RCAs) are completed in alignment with Empower standards.
• Track corrective and preventive actions to closure and validate effectiveness.
• Identify recurring incident themes and escalate risks into Problem Management.
• Partner with Change and Release Management to reduce release-related incidents and improve validation practices.
  
  

Governance, Metrics & Reporting

• Track and report on incident KPIs and KRIs, including:
• P1/P2 incident trends
• MTTR and detection effectiveness
• Repeat and change-related incidents
• Contribute to operational dashboards and leadership reporting.
• Ensure compliance with Empower ITSM policies, audit requirements, and regulatory expectations.
• Support continuous improvement initiatives related to monitoring, alerting, and incident readiness.
  

Leadership & Mentorship

• Serve as a senior escalation point for complex or high-risk incidents.
• Mentor junior incident managers and analysts.
• Promote a culture of accountability, collaboration, and fact-based decision-making.
• Lead by example during high-pressure situations and drive disciplined incident execution.
  
  

Required Qualifications

• Bachelor's degree in information technology, Computer Science, or related field (or equivalent experience).
• 5+ years of experience in IT operations, Incident Management, or IT Service Management.
• Strong working knowledge of ITIL Incident Management practices.
• Hands-on experience with ServiceNow or similar ITSM platforms.
• Proven ability to manage incidents in highly regulated, customer-facing environments.
• Excellent written and verbal communication skills, including executive-level communication.
  
  

Preferred Qualifications

• ITIL 4 Foundation or higher certification.
• Experience supporting large-scale platforms, cloud environments, or distributed systems.
• Familiarity with participant-facing applications, authentication services, APIs, and batch processing.
• Experience partnering with Change, Release, and Problem Management teams.
• Exposure to financial services or retirement industry operations.
  
  

Key Competencies

• Major Incident leadership and coordination
• Crisis and escalation management
• Stakeholder communication and influence
• Analytical and problem-solving skills
• Operational discipline and continuous improvement
  
  

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.