IT Relationship and Incident Consultant

You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential.
CNA seeks to offer a comprehensive and competitive benefits package to our employees that helps them - and their family members - achieve their physical, financial, emotional and social wellbeing goals.
For a detailed look at CNA's benefits, check out our Candidate Guide.
We are seeking a dynamic and results-driven Cross-Functional Services Consultant who also excels in Technology Business Analysis and Relationship Management to join our team. In this dual role, you will be instrumental in ensuring the seamless management of critical incidents and major outages while also nurturing strong relationships with our internal customers and stakeholders. Your expertise in Incident Management, process improvement, and effective communication will be pivotal in driving operational efficiency and delivering exceptional service while fostering strong business relationships.
JOB DESCRIPTION:
Key Responsibilities:
Major Incident Management:

• Working with our Managed Service Providers (MSP), oversee all aspects of Incident Management to ensure rapid and effective resolution of critical incidents.
• Maintain proactive and transparent communication regarding outages, providing timely updates to internal teams, stakeholders, and clients. Communicate major incident outage details and status updates to CNA stake holders.
• Identify opportunities for enhancing efficiency in major incident management processes and lead initiatives to implement improvements.

Business Analysis

• Analyze IT consumption patterns and trends to identify opportunities for cost optimization and innovation.
• Research and evaluate new technologies and solutions that can enhance business capabilities and performance.
• Collaborate with business stakeholders, IT leaders, and vendors to define service improvement opportunities.
• Develop and deliver reports, dashboards, and presentations to communicate IT insights and recommendations to senior management and key decision-makers.
• Establish and maintain IT standards, policies, and best practices to ensure quality, security, and compliance of IT solutions and services.

Cross-Functional Collaboration:

• Collaborate closely with cross-functional teams and MSPs during major incidents, acting as a central point of coordination to expedite incident resolution.
• Root Cause Analysis (RCA): Contribute valuable insights to the Root Cause Analysis (RCA) team, assisting them in uncovering and addressing the underlying causes of incidents.
• Stay up to date with industry best practices and emerging trends in incident management and cross-functional collaboration.

Business Relationship Management:

• Build and nurture strong, collaborative relationships with internal customers and stakeholders to understand their needs, align our services with their goals, and act as a trusted advisor.
• Drive projects improving the technology services at CNA facilities.
• Coordinate projects for Corporate Real Estate teams in CNA.

May perform additional duties as assigned.
Reporting Relationship
Typically reports to Director or above.
Skills, Knowledge & Abilities

• Relationship Management: Proven ability to build and maintain strong business relationships, acting as a liaison between clients and internal teams.
• Incident Management: Proven experience in coordinating with multiple teams during major incidents.
• Communication: Excellent communication skills, both written and verbal, with the ability to convey complex technical information clearly and concisely to business.
• Collaboration: Demonstrated ability to work collaboratively with cross-functional teams, service providers, and clients in a fast-paced environment.
• Analytical Skills: Analytical mindset with the capability to assess incident management processes, identify areas for enhancement, and implement effective solutions.

Education & Experience
Education: Bachelor's degree in a relevant field or equivalent practical experience.
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