ITSM/Incident Manager
Location: Chicago IL /Warrendale PA (Onsite)
Certification: ITIL V3 or ITIL 4 Foundation certified
Introduction:
The ITSM/Incident Manager plays a crucial role in the IT team, responsible for overseeing change management processes, incident management, and ensuring compliance with organizational policies and regulatory requirements.
Responsibilities:
- Develop and implement change management process.
- Ensure adherence to change management process.
- Conduct impact assessments to identify risks and readiness.
- Ensure proper testing and validation procedures are followed.
- Maintain audit trails and documentation for compliance purposes.
- Perform Root Cause Analysis (RCA) for failed changes.
- Facilitate Change Advisory Board (CAB) meetings and present change proposals.
- Lead emergency change management procedures when necessary.
- Communicate change schedules and impacts to affected parties and work with businesses to minimize operational disruption.
- Collaborate with technical teams to understand change requirements.
- Maintain accurate documentation and reporting.
- Drive continuous improvement initiatives within ITSM processes.
- Ensure compliance with organizational policies and regulatory requirements.
Required Skills:
- Strong knowledge of ITSM frameworks and processes.
- Exposure to Incident Management and Problem Management.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Data analysis and reporting capabilities.
- Strong crisis management and decision-making skills.
- Excellent communication and stakeholder management.
- Knowledge of ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management).
- Understanding of SLAs, OLAs, and escalation models.