Incident Manager
Core
Manage IT Service Management (ITSM) workflows, reporting, and major incident coordination for a university's IT environment.
Role type
Senior ITSM Incident and Reporting Manager
Builds
ITSM processes, reporting dashboards, and incident response capabilities for the university community
Domain
Higher Education / IT Service Management
Deliverable
dashboards & analysis | client delivery
Required skills
ITSM process management, KPI/SLA definition, major incident coordination, reporting and metrics analysis, ServiceNow concepts, workflow optimization
Preferred skills
ITIL certification, ServiceNow certification, higher education experience
Technologies
ServiceNow, ITSM tools
Responsibilities
Act as first-line Major Incident Coordinator during outages; define and analyze reports based on ITSM metrics; audit performance against KPIs to identify process improvements; guide compliance of procedures and policies for the Incident/Request/Task platform; train teams on new procedures and service transitions
Seniority
Senior, hands-on IC
