Analyst - IT Major Incident, Problem, and Change Management

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Date: May 28, 2025

Primary Location: Radnor, PA, US

Company: Lincoln Financial

Alternate Locations: Charlotte, NC (North Carolina); Fort Wayne, IN (Indiana); Greensboro, NC (North Carolina); Radnor, PA (Pennsylvania)

Work Arrangement:

Hybrid Preferred : Preferred employee will work 3 days a week in a Lincoln office

Relocation assistance: is not available for this opportunity.

Requisition #: 74666

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. In this position you will consult/analyze and deliver on more complex IT support assignments/projects. You will also act as a resource to applicable internal/external stakeholders for resolution of more complex technical problems. This role requires a high degree of communication; analysis of problem data; and reporting on systems availability.

What you'll be doing

• Analyzing more complex trends, develops reports, and supports communication of issues to the business and IT throughout the problem recovery process.
• Championing and enhancing organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives.
• Collaborating with key internal and/or external stakeholders to manage, maintain, and tailor problem and root cause analysis processes.
• Consulting/analyzing on more complex assignments and/or projects. Developing appropriate metrics for reporting on key performance and quality indicators in relation to problem management.
• Evaluating and prioritizing service issues and executing problem escalations when necessary.
• Facilitating problem resolution meetings across organizations providing analyses and recommendations throughout the lifecycle of the process on more complex issues.
• Identifying and recommending process improvements that significantly reduce workloads or improve quality.
• Maintaining knowledge on current and emerging developments/trends, assessing the impact, and collaborating with management to incorporate new trends and developments in current and future solutions.
• Managing high severity outage incidents across organizations.
• Providing leadership and support to the problem management process.
• Participating in an on-call Major Incident Management rotation, including weekend support.

What we’re looking for

Must-haves:

• 3–5+ Years of experience in Information Technology (IT) Problem, Incident, and Change Management.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and ServiceNow.
• 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.
• Working knowledge or certification in ITIL v3 / v4.

Application Deadline

Applications for this position will be accepted through July 28, 2025, subject to earlier closure due to applicant volume.

What’s it like to work here?

At Lincoln Financial, 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:

Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes
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
Work arrangements that work for you
Effective productivity/technology tools and training

The pay range for this position is $69,000 - $124,600 with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is 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 (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services.

With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach.

Lincoln Financial Distributors, a broker-dealer, is the wholesale distribution organization of Lincoln Financial. Lincoln Financial is the marketing name for Lincoln Financial Corporation and its affiliates including The Lincoln National Life Insurance Company, Fort Wayne, IN, and Lincoln Life & Annuity Company of New York, Syracuse, NY. Lincoln Financial affiliates, their distributors, and their respective employees, representatives and/or insurance agents do not provide tax, accounting or legal advice.

Lincoln is committed to creating a diverse and inclusive 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.

Be Aware of Fraudulent Recruiting Activities

If you are interested in a career at Lincoln, we encourage you to review our current openings and apply on our website. Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.

Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview. Please contact Lincoln's fraud team at fraudhotline@lfg.com if you encounter a recruiter or see a job opportunity that seems suspicious.

Additional Information

This position may be subject to Lincoln’s Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.

Any unsolicited resumes or candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial are considered property of Lincoln Financial and are not subject to payment of agency fees.

Lincoln Financial is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, Veteran status, or genetic information. Applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling 260-455-2558.

This Employer Participates in E-Verify. See the E-Verify notices.

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