Innovate here. And see your ideas come to life.

It's an exciting time to work in tech at Edward Jones. We are making massive investments in emerging technologies to improve how we work with our clients and with each other. Relationships are the focus of our business model. And working in Technology here means using your skills to build, deliver and maintain the technologies that enable us to deepen and support those relationships. The best part? We develop and create our own industry-leading solutions internally. And you can be a part of it. Working with emerging new technologies. Creating platforms, programs and experiences that change how we work together - and support our client-first focus. Changing the future of our firm, the industry and the advisor-client relationship.

Job Overview

Position Schedule: Full-Time

Position Summary: Overall Enterprise owner, accountable for Incident Management strategy, process, tools, activities, training and communication of all aspects of the process

Position Responsibilities:
Essential Responsibilities will include but are not limited to:

• Drive vision, strategy, roadmap, policies, procedures, process, governance, and compliance of the Incident Management Process, to meet needs for impacted ITSM practices
• Communicate the vision and the process's strategic goals to Stakeholders; Publicize activities and build commitment to the roadmap
• Evangelize the importance and value of the Incident Management process across the Digital organization; Partner with stakeholders such as Major Incident Management, Command Center, Enterprise Architecture, Data Governance, Infrastructure, Applications and Security teams
• Ensure alignment of the process to the corporate and Digital strategy and process and automation changes are backed by true business requirements
• Responsible for the implementation, continuous improvement, and refinement of the Incident Management practice within the Digital organization, to increase data completeness and quality with focus on automation including coordination with event management processes
• Lead the prioritization and backlog grooming effort for Incident Management Initiatives and Enhancements and help shepherd the resulting use cases
• Responsible for coordination with other Process Owners to ensure a cohesive solution, integration and issue resolution across related processes
• Approve any changes to the Incident Management tools and ensure testing has taken place
• Accountable for Quality, Integrity, Accuracy, Stability, Optimization and Automation of the Incident Management process
• Define and Publish Incident Management KPIs & Metrics (that show process success and progress) via Dashboards and ensure compliance
• Define communication and training plans to increase the adoption of Incident Management across the Digital organization; Author, deploy and maintain training courses and materials; ensure ongoing education and regular engagement and input of stakeholder
• Manage contractor resources - workload and deliverables
• Responsible for supporting internal/external audits and inspections
• Support Platform Team to advance maturity and maintain expertise in ServiceNow
• Responsible for the overall Incident Management process and ensures it is rolled out effectively and used by all stakeholders.
  

At Edward Jones, we value and respect our associates and their contributions, and we recognize individual efforts through a rewards program that promotes a long-term career, financial security and well-being. Visit our career site to learn more about our total compensation approach, which in addition to base salary, typically includes benefits, bonuses and profit sharing. The salary range for this role is based on national data and actual pay is based on skills, experience, education, and other relevant factors for a potential new associate:

Hiring Minimum: $92984
Hiring Maximum: $158325

Skills/Requirements

Position Qualifications

• Bachelor's Degree in Information Technology or relevant experience
• Minimum of 7 years of relevant ITSM experience
• Strong knowledge of ITIL Framework, ServiceNow or other ITSM Tools
• Strong documentation and business process mapping skills
• Excellent project management skills
• Excellent training and presentation skills
• Ability to partner effectively on cross-functional projects and/or teams
• Experience managing within a matrix structure and dealing with ambiguity through effective influence and collaboration at multiple levels in the organization

Awards & Accolades

• 100 Best Workplaces for Millennials in 2022, published Fortune July 2022, Great Places to Work® data as of March 2022. Compensation provided for using, not obtaining, the rating.
  • Edward Jones was recognized as one of the Best Workplaces for Millennials by Great Places to Work® and Fortune® magazine. The privately held firm ranked No. 2 overall, in its fourth appearance on the list.
• 2022 Fortune Best Workplaces for Women, published September 2022, research by Great Places to Work®, data as of August 2021. Compensation provided for using, not obtaining, the rating.
  • Edward Jones has been named to the 2022 Best Workplaces for Women list by Great Places to Work® and Fortune® magazine, ranking No. 45.
• 2022 Fortune's 100 Best Companies to Work For, published April 2022, research by Great Place to Work®, data as of August 2021. Compensation provided for using, not obtaining, the rating.
  • For the 23rd time, Edward Jones has earned a spot on the Fortune 100 Best Companies to Work For® ranking by Great Places to Work® and Fortune® magazine. Edward Jones ranked No. 35 on the prestigious 2022 list.
  • 2022 Best Places to Work For LGBTQ+ Equality, Great Place to Work® in partnership with Human Rights Campaign Foundation, published Equity Magazine January 2022, data as of July 2021. Compensation provided for using, not obtaining, the rating.
    • Edward Jones scored 100 percent on the Human Rights Campaign Foundation's 2022 Corporate Equality Index (CEI) the nation's foremost benchmarking survey and report measuring corporate policies and practices related to LGBTQ+ workplace equality. The ranking designated Jones as one of the best places to work for LGBTQ+Equality.

About Us

At Edward Jones, we help clients achieve their serious, long-term financial goals by understanding their needs and implementing tailored solutions. To ensure a personal client experience, we have located our 15,000+ branch offices where our more than 7 million clients live and work.

In a typical branch office, a financial advisor meets with clients and receives branch office support, so they can focus on building deep relationships with clients. Headquarters associates in St. Louis, Tempe and Mississauga provide support and expertise to help U.S. and Canada branch teams deliver an ideal client experience. We continue to grow to meet the needs of long-term individual investors.

Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.