ITIL Incident/Change Management Specialist

Summary:
Position will follow a process to oversee end to end management of all IT major incidents and continuously improve the Major Incident Management process. Collaborate with multiple departments to ensure the timely resolution of major incidents, follow a detailed process, maintain on-call schedules shared across multiple staff, understand enterprise-level computing and resolution management. Will make independent decisions regarding new processes and procedures for the Major Incident Management process. 
Job Responsibilities:

• Designs and continuously improves documented procedures for Major Incident Management.
• Demonstrated experience in driving, leading, facilitating all investigation activities, conference calls, meetings and providing key stakeholder management
• Adept at managing people, processes and resources ,conflict resolution
• Strong experience resolving outage via workaround or permanent fix
• Educates and trains collaborating teams on the process.
• Negotiates with other teams to get buy-in and acceptance of designed processes.
•  Responsible for strict and detailed adherence to a process and documented procedures, incident reviews
• Maintains a high-level understanding of the goals of the process and makes daily decisions to successfully meet those goals.
•  Creates and manages ServiceNow tickets, and monitors queues.
•  Leads Major Incident Management bridge calls, ensures prompt action on behalf of all teams involved.
•  Maintains a document of all activities to ensure referential integrity.
• Present periodic major incident metrics reports
• Handles ad hoc projects
• Strong experience in Service Now
• Designs and executes regular reports that show SLA adherence, and other performative measurements
• Assist in the design and implement new processes and procedures to handle business growth and maturation.
•  Make recommendations to management regarding process improvements, and concerns.
• Monitor processes as outlined by Security team to ensure safe practices.
• Apply a structured methodology and lead change management activities
• Assess the change impact and complete change management assessments
• Create change management strategy and develop actionable and targeted change management plans
• Support the design, development, delivery, and management of communication

Required Skills, Attributes & Education:

•  Minimum 5+ years’ experience in Incident Management or a lead technical support role
• Total of 5 years in a technical support role
• “Generalist” understanding of enterprise computing
• Goal-oriented, driven nature to complete an urgent task
• Excellent organizational and diplomatic communication skills
• Ability to interface with all levels of management
• Excellent analytical and problem-solving skills, detail oriented

CERTIFICATIONS

• ITIL certification is required
• Technical certifications desired