Critical Incident Communications Specialist

KeyBank • For Those Who Work At Home, IN (EST), IN

4d • $63,000 - $96,000 • Hybrid

About The Position

The Critical Incident Communications Specialist possesses subject matter expertise (SME) and works in partnership with Technology Incident Managers to understand, assess, prioritize, summarize, and communicate to a broad audience about technical support services for KeyBank enterprise processes and technology. Collaborates with a wide variety of support teams and lines of business to effectively share accurate and timely information during priority technical incidents.

Requirements

• Bachelor's Degree (preferred) OR Equivalent experience (required)
• 5+ years of relevant experience (required)
• Extensive Experience with the written English language, especially guidelines for formal and business writing; ability to expertly construct, revise, and take ownership of communications concerning technical issues, client and business impact, and resolution activities.
• Extensive Experience with the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
• Extensive Experience with business concepts, tools, and processes that are needed for making sound decisions in the context of the company's business; ability to apply this knowledge appropriately to diverse situations.
• Extensive Experience with the importance of taking personal responsibility; ability to take personal responsibility for assignments, decisions and results, and focus on activities that have the greatest impact on meeting work commitments.
• Extensive Experience with collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.
• Extensive Experience with effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritization and time allocation.
• Extensive Experience with effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Extensive Experience with techniques and tools that promote effective analysis; ability to determine the root cause of organizational problems and create alternative solutions that resolve these problems.
• Extensive Experience with approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
• Extensive Experience with the necessity and value of accuracy; ability to complete tasks with high levels of precision.
• Working Knowledge of the importance of inter-team collaboration in breaking down silos and achieving business results; ability to lead employees from various functions to communicate, coordinate work across divisions, and collaborate in solving problems as one team.
• Working Knowledge of Information Technology (IT) systems; ability to utilize a variety of system tools (Dynatrace, ServiceNow, SharePoint, Microsoft Teams), guarantee service availability, and ensure optimal IT system performance.
• Working Knowledge of an organization's existing and planned Information Architecture and Information Management (IM) methodology; ability to collect and manage information from different sources and distribute this information to enhance operational efficiency.
• Basic Understanding of Information Technology (IT) standards and policies; ability to utilize a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.
• All KeyBank employees are expected to demonstrate Key’s Values and abide by Key’s Code of Conduct.

Responsibilities

• In close partnership with Incident Managers, proactively monitors and investigates the impact of potential and reported technical incidents; prepares accurate and expedient written summaries for a broader audience.
• Collaborates with technical resources, branch and commercial partners, and leadership to provide timely updates, clear information, and communication of resolution of all escalated issues.
• Bridges gaps in comprehension between technology and non-technology teams through written language and technical understanding expertise; able to adapt to a collective team communicative voice.
• Possesses an expert command of formal and business writing principles; fundamentals of grammar, spelling, and punctuation are required.
• Proactively engages with lines of business and technical teams reporting issues to assess impact of reported incidents.
• Gathers and analyzes data to determine impact and urgency, resulting in priority determination using ITIL standards and KeyBank best practices.
• Remains engaged throughout the course of an incident and documents all actions taken during investigation, triage, and resolution.
• Demonstrates SME status for other technology teams.
• Able to confidently field questions from internal stakeholders across job levels, including contact center coaches, commercial operations managers, business technology managers, and technology executive leadership.
• Embraces training opportunities for self and encourages continuous learning in others.
• Solicits feedback and perspectives from all levels; receives and applies feedback from others graciously, with a collaborative spirit and a mind toward successful communications.
• Schedules, coordinates and facilitates a department-wide daily morning meeting with team members, peers, stakeholders, and management. Owns and leads this meeting as a host, provides agendas, stays focused, manages timing, records follow-up items, and keeps all parties on task in an engaging and friendly manner.
• Records, follows, and maintains documented procedures used within Technology Incident Management; creates new procedure and reference guides and socializes them to internal teams as needed.
• Performs annual review of documentation to ensure accuracy and completeness.
• Accepts and performs on-call responsibilities for escalations of critical incidents that occur off-hours, including nights and weekends, to support a 24/7 standard of engagement and commitment to high availability.
• Adheres to all Key Policies and Standards; escalates exceptions, violations, and self-identified findings encountered.
• May be responsible for operational monitoring, reporting, and remediation of findings.
• Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice.
• Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key.

Benefits

• Base salary in the range of $63,000.00 - $96,000.00 annually
• Eligibility for incentive compensation which may include production, commission, and/or discretionary incentives
• List of benefits for which this position is eligible

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree