Why you should apply for a job with Bank of America:
Bank of America is on Fairygodboss’ Best Finance Companies for Women of 2018.
- 56%
Reviewers say women are treated fairly and equally to men
- 73%
Reviewers say the CEO supports gender diversity
A competitive benefits and programs have earned us recognition by Working Mother magazine for more than 30 years,
Employee Financial Services offers U.S. employees financial education and special access to financial products, services and expertise.
Offers comprehensive domestic partner benefits to U.S. employees and incorporate sexual orientation into non-discrimination policies.
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Position summary
Job Description:
Provides oversight of daily production support queues related to Global Records Management and Records Operations operational processes including but not limited to daily work, user support, and LOB escalations. Directly manages tickets in the Remedy queue in support of the production support processes including review, triage, and assignment of Global Records Management related tickets to SMEs. Monitors, tracks, and reports on all Remedy queues including but not limited to types of issues and trends, cycle times, SLA breaches, and operator response. Manages escalations related to user support of Remedy and/or Remedy issues. Drives accountability for record keeping and adherence to records related requirements within Remedy. Leads the Records Operations Team as it relates to applied use of Remedy across functions and identifies opportunities for improvement across processes and stakeholder tools as indicated by issues reported in Remedy.
Required Skills:
- Minimum 3 years’ experience working in an operational or technology support role within the banking or financial services
- Experience owning a support queue and/or working in a user support role within a ticketing system (preferably BMC Remedy)
- Experience working with eSmart or reporting suites
- Experience performing data analysis and reporting including trend analysis and root cause analysis
- Experience documenting and remediating risks including driving improvement opportunities and executing against strategic plans for improving processes
- Experience reviewing and documenting processes e.g. process mapping and writing procedures
- Proficient in Microsoft Office Suite including subject matter expertise or expert level knowledge of MS Excel
- Excellent written and verbal communication skills and exhibited use of such skills in a fast paced, team-centric environment
- Proven track record of using critical thinking skills, solving complex problems, and persistent tracking of issues through to resolution
Desired Skills:
- At least 1 year experience working in records management or related role or exposure to records management in another role
- Experience working with and across FLUs/LOBs to gain approvals or garner consensus
- Prior experience in a leadership role managing people and/or direct responsibility managing projects
Shift:
1st shift (United States of America)
Hours Per Week:
40
What are Bank of America perks and benefits
Paid maternity
Paid paternity
Paid adoptive
About the company
At Bank of America, we’re creating real, meaningful relationships with individuals, businesses and communities to help them focus on what matters most. Every day, we connect with 57 million customers, using our skills and expertise to help make their lives better.
We are committed to attracting and retaining top talent around the world to ensure we continue to deliver ...
Why you should apply for a job with Bank of America:
Bank of America is on Fairygodboss’ Best Finance Companies for Women of 2018.
- 56%
Reviewers say women are treated fairly and equally to men
- 73%
Reviewers say the CEO supports gender diversity
A competitive benefits and programs have earned us recognition by Working Mother magazine for more than 30 years,
Employee Financial Services offers U.S. employees financial education and special access to financial products, services and expertise.
Offers comprehensive domestic partner benefits to U.S. employees and incorporate sexual orientation into non-discrimination policies.