Change Incident Manager

Job Description

Summary •Oversee development of ITSM-based management process and controls to ensure IT service delivery meets business objectives with high quality. •Provide a single point of contact for one or more IT Service Management process (es). Examples: Incident, Change, Problem. •Will act as Incident Manager with day-to-day responsibility for investigating and coordinating resolution actions for severity incidents. Departmental Requirements: •ITIL V3 Certified •Professional Incident Management Systems Training/Certification (ex. BMC Certified Professional, HPSM Certification, etc.) •10 Years Incident Management experience. Departmental Preferences: •Looking for a seasoned very strong service manager. •Strong background/knowledge of ITIL Framework •Customer Service and/or Network Operations Center background Corporate Requirements: •Serve as a liaison between the business area and the IT organization to provide technical solutions required for the achievement of business goals. •Collect, analyze, develop, document, and communicate business requirement. •Support one or more highly complex business processes, requiring design or integration of technical solutions that may cross multiple function of the business. •Serve in a lead role. •Conduct data gathering and analysis to understand business strategy requirements. •Lead and provide direction for short and long-term planning sessions and provide direction to ensure understanding of business goals and direction. •Provide input from a business and IT perspective. •Lead the assessment of client needs utilizing a structured requirements process (gathering, analyzing, documenting, and managing changes) to prioritize immediate business needs and recommend options, risks and cost vs. benefits. •Analyze customer?s operations to understand their strengths and weaknesses to determine opportunities for improvements. •Conduct feasibility studies and draft proposals for evaluation by appropriate users and managers. •Develop and assist in the presentation of businesses cases. •Develop user test cases and system integration testing and validate test results during testing. •Review and approve test plans and monitor testing process to ensure that business results are adequately tested with minimal risk, as needed. •Review and approve test plans and monitors testing process to ensure that business results are adequately tested with minimal risk. •Investigate, resolve and escalate problems. •Procure technical assistance to help in problem resolution. Monitor and analyze performance metrics to ensure customer satisfaction. •Keeps customers informed of problems, issues, and status. •Manage customers? expectations. •Ensure IT solutions meet customers? needs. •Coach and transfer knowledge to less experienced team members. •Other duties may be assigned. Qualifications EDUCATION AND/OR EXPERIENCE •Bachelor?s degree in related field preferred. •Five (5) years of relevant technical or business work experience required. OTHER SKILLS AND ABILITIES •Leadership skills, experience/in-depth knowledge of business operations and systems requirement processes. •Display innovation in identifying, proposing, and overseeing the execution of business solutions. •Written and verbal communication skills interpersonal skills. •Ability to work independently, or within a team environment. •Other related skills and/or abilities may be required to perform this job.

Qualifications

Additional Information

This is a DIRECT HIRE Position. MUST BE a US CITIZEN OR GREEN CARD HOLDER