NCDIT - Technical Specialist- Senior
NCDIT - Technical Specialist- Senior
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Job Description
MustHaves:
- 46 years of experience in Incident Management.
- Proficient understanding of ITIL principles.
- Experience with ServiceNow ticketing system.
- Knowledge of MS Office Suite including Outlook Visio PowerPoint Excel etc.
- Strong communication skills with the ability to interact effectively across all levels of leadership.
Plusses:
- ITIL certification is highly desirable.
- Previous experience in State Government is an advantage.
- Proven track record of developing and providing service level agreements and resolving IT incidents.
The Incident and Problem Manager is responsible foroverseeing the incident management and resolution process within the IT servicemanagement framework. This role includes overseeing the prioritization andescalation of IT incidents coordinating major incident responses andimplementing workarounds. The Incident Manager conducts trend analyses and rootcause analyses to identify areas for improvement.
In addition the Problem Manager tracks IT incidentsconducts postmortems after major incidents and organizes the problemmanagement team to perform root cause analysis. This dual role ensures thattemporary fixes are not sufficient and that underlying issues are addressed toenhance the overall performance of IT services.
Communication is pivotal; liaising with supervisors/serviceowners/customers/others coordinating activities/reviewing workstatus/exchanging information/resolving problems is integral.
Establish and enforce incident response servicelevel agreements in consultation with service owners and customer in thebusiness to establish incident resolution expectations and timeframes.
Analyzeperformance of incident management activities and documented resolutionsidentify problems and devise and deliver solutions to enhance quality ofservice and to prevent future problems.
Regularlyiterate on the incident management process using data gathered about thefrequency and severity of incidents.
- Serve as an escalation point for major incidents collaborating with support teams for resolution.
- Develop and maintain incident and problem management processes ensuring adherence by all relevant personnel.
Design and enforce request handling andescalation policies and procedures.
Coordinate the transfer to the problemmanagement process where necessary.
Track and analyze trends in incident reportswhile utilizing analytical methods to assess and enhance incident managementperformance. This includes generating statistical reports to inform proactiveproblem management and identifying underlying issues that lead to problems.
Assess need for any system reconfigurations(minor or significant) based on incident trends and make recommendations.
Oversee the development implementation andadministration of incident & problem management training procedures andpolicies.
Oversee and improve the problem managementprocess by seeking out and integrating best practices wherever possible.
Conduct root cause analysis meetings includingwriting meeting agendas and facilitating the sessions.
Creatively implement a variety of root causeanalysis techniques.
Work closely with ServiceNow platform team to implement policies and procedures finalized.
Required/Desired Skills
Questions
Employment Type
Full Time
Key Skills
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