Incident Management Specialist

GreatAmerica Financial Services is a highly successful entrepreneurial company providing equipment financing to businesses across the United States. Our exemplary customer service, our principle-centered business philosophy and our team-based operating approach are key to our success and growth.

We Are Looking to Add a Key Member to our Product Technology Group!

The Incident Management Specialist is responsible for overseeing the end-to-end lifecycle of High Priority IT incidents affecting internal users across the organization. This role ensures timely resolution of service disruptions, minimizes business impact, and drives continuous improvement in incident response processes. In addition to managing incident resolution, the Incident Manager leads incident debrief meetings to ensure thorough documentation and understanding of major events. They drive root cause analysis (RCA) and coordinate the implementation of corrective actions to prevent recurrence. This role plays a critical part in fostering a culture of accountability, learning, and resilience across the technology organization. The ideal candidate will be a strategic thinker with strong leadership, communication, and technical coordination skills, and will be instrumental in maintaining operational stability.

As an Incident Management Specialist, you will:

• Manage all incidents from detection through resolution, ensuring adherence to ITIL best practices.
• Lead cross-functional collaboration during Priority 1 and 2 incidents, including initiating Teams war rooms and maintaining 30-minute communication cadence.
• Provide timely, clear updates to stakeholders, impacted users, and leadership during incident lifecycle.
• Track KPIs such as MTTR, incident volume, SLA compliance, and produce weekly/monthly dashboards and. reporting to measure success of the incident management process, trend analysis reports of recurring incidents, monthly metrics major incidents and other reports as required. 
• Conduct post-incident reviews, and root cause analysis (RCA) document findings, and ensure corrective actions are implemented.
• Identify trends and recommend enhancements to incident workflows, tools, and knowledge base articles.
• Maintain compliance with internal high-priority incident standards and security escalation protocols.  Ensure incident handling complies with financial industry regulations and internal policies.
• Collaborate with Service Desk and engineering teams to refine priority models and scoring grids. including facilitating the engagement of technical support teams, coordinating service restoration activities, and communicating all relevant details to key business and client stakeholders.
• Collaborate with Problem Management to identify and eliminate recurring issues.
• Partner with Technical subject matter experts to create and publish knowledge articles for knowledge gaps around known errors and workarounds.  Support audits and reporting requirements related to incident management.
• Participate in other projects and duties as assigned.

To be successful in this role you will need:

Education

• Bachelor’s degree in information technology, Computer Science, or related field or equivalent work experience
• ITIL Foundation certification; advanced ITIL or Agile certifications preferred.

Experience

• Minimum of 3 years in IT Service Management or related roles.
• Minimum of 1 year of Incident Management or related roles
• Hands-on experience managing major incidents and coordinating technical teams.
• Exposure to enterprise environments with complex infrastructure.

Skills and Abilities

• Strong written and oral communication with ability to use the language of the business 

• Skilled at problem solving and conflict management skills 
• Expertise in incident lifecycle management and escalation protocols.
• Ability to interpret and apply SLAs and OLAs.
• Must be able to work independently, take the initiative, and be a self-starter. 
• Strong facilitation skills to command-and-control major incident bridges to ensure timely resolution (Actively run a major incident bridge independently). 
• Strong understanding of ITSM and ITIL framework
• Experience in financial services or other regulated industries is highly desirable.
• Proficiency in ITSM tools (e.g., ServiceNow, Jira Service Management).
• Excellent communication, coordination, and decision-making skills.
• Ability to lead cross-functional teams under pressure.
• Familiarity with Problem Management, Change Management, and Risk Management processes.
• Ability to effectively translate complex technical details into business equivalent terms for communication to a wider non-technical audience. 

Computer Skills

• Excellent knowledge of MS Office productivity suite
• Knowledge of ServiceNow and Jira preferred 
• Understanding of core software applications and products (such as Salesforce), infrastructure and networking, database is desirable  

Sharing rewards is an integral part of our culture. We believe in the value of hard work and reward our employees beyond the paycheck. Our total rewards package is based on eligibility and includes:

Financial Benefits

• Competitive Compensation
• Monthly Bonuses for Eligible Employees
• 401(k) and Company Match
• Annual Profit Sharing
• Paid Time Off

Health, Wellbeing, and Family Planning Benefits

• Paid Vacation - starting at 80 hours annually for employees in their first year of service.
• Paid Sick Days - Ten (10) per year with a conversion option for unused time.
• Ten (10) Paid Holidays per year
• Gym Reimbursement
• Health Insurance
• Dental Insurance
• Vision Insurance
• Short-Term and Long Term Disability
• Company Paid Life Insurance
• Flexible Spending Accounts (FSA)
• Health Savings Accounts (HSA)
• Employee Assistance Program
• Parental Leave

Education and Career Planning Benefits

• Tuition Assistance
• Networking Opportunities
• Leadership Development Opportunities

Perks

• Paid Parking
• Service Awards
• Hybrid work arrangements
• Business casual environment
• A strong organizational culture focused on our greatest asset: you!

If your experience aligns closely, please apply. We value diverse backgrounds and adding new perspectives. We encourage you to apply if you can make a strong impact in this role at www.greatamerica.com/careers.

Please note, applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa.