ITIL IncidentChange Management Specialist at OSI Digital

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 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 managementAdept at managing people processes and resources conflict resolutionStrong experience resolving outage via workaround or permanent fixEducates 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 reviewsMaintains 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 reportsHandles ad hoc projectsStrong experience in Service Now Designs and executes regular reports that show SLA adherence and other performative measurementsAssist 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 activitiesAssess the change impact and complete change management assessmentsCreate change management strategy and develop actionable and targeted change management plansSupport the design development delivery and management of communicationRequired Skills Attributes & Education:Minimum 5 years experience in Incident Management or a lead technical support role Total of 5 years in a technical support roleGeneralist 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 managementExcellent analytical and problem-solving skills detail orientedCERTIFICATIONSITIL certification is requiredTechnical certifications desired Required Experience:Senior IC Key Skills General Insurance,Corporate Sales,Cost Estimation,Benefits & Compensation,Heavy Equipment,AC Maintenance Employment Type : Contract Experience: years Vacancy: 1 Hourly Salary Salary: 25 - 60