Analyst, IT Support - Incident Management

at Lincoln Financial Group in Montpelier, Vermont, United States

Job Description

Alternate Locations: Work from Home

Work Arrangement:

Hybrid/Flexible : Work at home and use the office as appropriate for in-person collaboration.

Relocation assistance: is not available for this opportunity.

Requisition #: 70536

The Role at a Glance

We are excited to bring on an Analyst, of IT Incident and Problem Management to our team.

This position works in conjunction with the Manager as the focal point for major Business technical

incidents/problems, responsible for executing Critical Incident and Problem Management processes effectively. This includes coordination of efforts with technical support teams to resolve existing IT service disruptions and follow-up problem identification with the ultimate goal of resolving problems permanently and preventing their reoccurrence. This position will consult/analyze and deliver on more complex IT support assignments/projects for his/her assigned area(s) of responsibility. S/he will also act as a resource to applicable internal/external stakeholders for resolution of more complex technical problems. Requires a high degree of communication; analysis of problem data; and reporting on systems availability (must be able to work after-hours/weekend on call support hours).

What you’ll be doing:

+ Analyzes more complex trends, develops reports, and supports communication of issues to the business and IT throughout the problem recovery process.

+ Champions and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.

+ Collaborates with key internal and/or external stakeholders to manage, maintain, and tailor problem and root cause analysis processes.

+ Consults/Analyze on more complex assignments and/or projects for his/her assigned area(s) of responsibility. Develops appropriate metrics for reporting on key performance and quality indicators in relation to problem management.

+ Evaluates and prioritizes service issues and executes problem escalations when necessary.

+ Facilitates problem resolution meetings across organizations providing analyses and recommendations throughout the lifecycle of the process on more complex issues.

+ Identifies and recommends process improvements that significantly reduce workloads or improve quality for his/her assigned area(s) of responsibility.

+ Maintains knowledge on current and emerging developments/trends for assigned area(s) of responsibility, assesses the impact, and collaborates with management to incorporate new trends and developments in current and future solutions.

+ Manages high severity outage incidents across organizations.

+ Provide leadership and support to the problem management process.

What we’re looking for:


+ 3-5+ Years of experience in Information Technology (IT) problem and/or incident Management (Required)

+ Understanding of IT in a large organization and complexities of supporting users and systems across multiple locations.

+ Ability to perform under stress in cases of emergency, critical or hazardous situations.

+ Ability to work with others in a team environment.

+ Demonstrated ability to identify and recommend processes improvements.

+ Demonstrated strong relationship management skills with internal clients (e.g. senior management, peers and

+ colleagues); proven ability to develop creative and collaborative approaches.

+ Demonstrates strong interpersonal skills with a collaborative style.

+ Demonstrates strong project management leadership skills including, critical ability to coordinate and balance

+ multiple projects in a time-sensitive environment, under pressure, and meeting deadlines.

+ Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and ServiceNow.

+ Working knowledge or certification in ITIL v3 / v4.


What’s it like to work here?

At Lincoln Financial Group, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future.

What’s in it for YOU:

+ A clearly defined career framework to help you successfully manage your career

+ Leadership development and virtual training opportunities

+ PTO/parental leave

+ Competitive 401K and employee benefits (

+ Free financial counseling, health coaching and employee assistance program

+ Tuition assistance program

+ A leadership team that prioritizes your health and well-being; offering a remote work environment and flexible work hybrid situations

+ Effective productivity/technology tools and training

Pay Range: $65,700 – $118,300

Actual base pay could vary based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of Lincoln’s total rewards package for employees. In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual. Other rewards may include long-term incentives, sales incentives and Lincoln’s standard benefits package.

About The Company

Lincoln Financial Group, a Fortune 200 company with over 10,000 employees, provides advice and solutions that help empower Americans to take charge of their financial lives with confidence. Our core business areas – Life Insurance, Annuities, Retirement Plan Services and Group Protection – focus on supporting, preserving and enhancing over 17 million customer’s lifestyles and retirement outcomes.

Headquartered in Radnor, Pennsylvania, Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE: LNC) and its affiliates. The company had $324 billion in end-of-period account values as of June 30, 2021.

Ranked one of the Best Large Employers in America and Best Employers for Women by Forbes magazine as well as one of Newsweek’s Most Responsible Companies, Lincoln Financial Group makes a serious investment in our employees’ futures through a broad range of wealth accumulation and protection plans, health and wellness programs, and career development resources designed to help each individual reach their personal and professional goals.

Lincoln is committed to creating a diverse and inclusive (\page\id=1422918942386) environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Lincoln Financial Group is a committed corporate citizen included on major sustainability indices including the Dow Jones Sustainability Index North America and FTSE4Good. Dedicated to diversity and inclusion, we earned perfect 100 percent scores on the Corporate Equality Index and the Disability Equality Index. Follow us on Facebook ( , Twitter ( , LinkedIn ( , and Instagram ( . Sign up for email alerts at

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Job Posting: JC226374828

Posted On: Oct 16, 2022

Updated On: Mar 30, 2023

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