Incident Manager

About the Opportunity

The Division of Information Technology Services (ITS) is currently seeking a talented individual to fill the role of Incident and Reporting Manager. This position will be an integral part of the team to help identify areas of opportunity, trends in demand/traffic, and improve our internal workflows to deliver the best experience as relates to the lifecycle of Incidents, Requests, and other tasks within the environment for the Northeastern community.

You will be an important seat at the table to help us build out reporting, identify trends/pain-points, and stay current on all changes and planned maintenance. This role will ensure all teams within ITS have the proper knowledge, training, and resources to be successful in supporting the community and the services we provide.

The Incident and Reporting Manager will also serve as the first-line Major Incident Coordinator. This role would be responsible to start a conference bridge, collaborate with service managers and communications teams, and guide the team to resolution as quickly as possible during the course of a major incident (e.g. an outage to a critical university system). This role will also conduct post incident reviews to inform improvements to technology and process and to minimize the ongoing risk of future disruptions to service.

24/7 business continuity:

This role requires occasional availability outside of traditional working hours to address urgent business needs as they arise, including, but not limited to, responding to security incidents, supporting software deployments, resolving software issues or system breaks, and addressing other critical operational requirements.

Hybrid work schedule:

This role is hybrid and in the office a minimum of three days a week to facilitate collaboration and teamwork.

Minimum Qualifications

• The ideal candidate will have 5+ years of ITSM and Reporting experience, higher education experience is a plus.
• ITIL, ServiceNow, or other ITSM related certifications are preferred
• An understanding of ServiceNow/ITIL concepts with a passion for providing an end user an optimal service experience is required.
• Proven experience with the creation and/or management of KPIs, SLAs and related reporting.
• Must be able to create and update meaningful reporting leveraging ITSM metrics, technology usage statistics, call center software, and data from incidents and requests.
• Excellent interpersonal, communication, facilitation and organizational skills are required.

Key Responsibilities & Accountabilities

Analyze processes and standard operating procedures against KPIs

• Investigate and help guide compliance of procedures, data, and policies for the Incident/Request/Task platform within ITS.
• Audit performance against KPIs to tell a story around ways to enhance the overall experience.

Reporting

• Define reports and regular insights for the team and ITS Leadership based on defined metrics

Major Incident Coordinator

• Continue to drive the Major Incident (MI) process and better define roles and processes.
• Act as first-line MI Coordinator as outages arise.