Incident Manager

About the Opportunity

This job description is intended to describe the general nature and level of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

The Division of Information Technology Services (ITS) is currently seeking a talented individual to fill the role of Incident and Reporting Manager. ...

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. ...

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.

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.