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. 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. The ideal candidate must be proactive and adaptable, ensuring minimal disruption to business operations by promptly addressing any issues, regardless of time or day. Flexibility and a strong sense of urgency are essential for success in this position.

Other duties as required:

This role requires flexibility in performing duties outside of the primary responsibilities to support evolving business needs. The ideal candidate must be adaptable and willing to take on additional tasks or projects as required, ensuring smooth operations across the organization. This may include stepping in to assist with cross-functional teams, handling unexpected challenges, or contributing to initiatives that support business growth and success. A proactive mindset and the ability to pivot quickly are essential for thriving in this dynamic environment.

Hybrid work schedule:

This role is hybrid and in the office a minimum of three days a week to facilitate collaboration and teamwork. In-office presence is an essential part of our on-campus culture and allows for engaging directly with staff and students, sharing ideas, and contributing to a dynamic work environment. Being on-site allows for stronger connections, more effective problem-solving, and enhanced team synergy, all of which are key to achieving our collective goals and driving success.

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. The position also requires a logical and structured approach to improving and optimizing our services and the processes that support them.
• 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.
• Interest in and proficiency with learning new technologies that are needed to support the university community.
• Excellent interpersonal, communication, facilitation and organizational skills are required. Flexibility is required as this role will serve as Major Incident Coordinator for Major Incidents that occur 24x7.
• The ideal candidate should possess skills in operating and optimizing processes using metrics and reporting. You will need to be detail-oriented and able to collaborate with different members of the community.
• To ensure that essential services are provided to the university community, the incumbent may be required to work outside his/her regular working hours and university holidays - especially as outages arise.

CORE Competencies

Service Excellence Anticipates needs, follows through reliably, and consistently delivers a high-quality experience to every stakeholder.

Collaborative Partnership Builds trust across teams, navigates diverse perspectives with empathy, and drives alignment through inclusive communication.

Analytical Thinking Synthesizes information from multiple sources, identifies patterns, and translates findings into clear, actionable insights.

Discretion & Integrity Handles sensitive information with the highest level of confidentiality and models ethical conduct in all interactions.

Adaptability & Initiative Thrives in a fast-paced, evolving environment; proactively identifies problems and pursues solutions without waiting to be directed.

Growth Mindset Embraces learning opportunities, seeks feedback, and actively invests in personal and professional development.

Key Responsibilities & Accountabilities

Analyze processes and standard operating procedures against KPIs

Among the key duties of this position are the following:

• Investigate and help guide compliance of procedures, data, and policies for the Incident/Request/Task platform within ITS.
• Ensure that the design aligns with needs of the business, services owners, and support staff.
• Audit performance against KPIs to tell a story around ways to enhance the overall experience.
• Identify workflow improvements driving issue resolution.
• Investigate and identify process breakdowns/opportunities
• Act as a resource for the organization to increase better understanding of ITSM defined processes and roles.

Evaluation, Consultation and Project Participation and Implementation

• Participate in planning and execution of support for the community.
• Support service transition activities. This includes writing documentation; defining self-service, service desk and escalation procedures; proactive analysis of service implementation impact on both the user community and support staff to identify improvement opportunities.
• Analyze new solutions and provide recommendations for further analysis and impact. Train ITS teams regarding new procedures.

Reporting

• Define reports and regular insights for the team and ITS Leadership based on defined metrics
• Identify key metrics to tell a story about the customer experience and how each ITS area supports that overall experience.
• Highlight areas of opportunity/gaps in knowledge based on reporting and feedback.

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.