Incident Manager

Techvilla Solutions

Madison, WI

Posted On: Oct 23, 2024

Posted On: Oct 23, 2024

Job Overview

Job Type

Contract - W2, Contract - Independent, Contract - Corp-to-Corp

Experience

6 - 12 Years

Salary

$58 - $62 Per Hour

Work Arrangement

Hybrid

Travel Requirement

0%

Required Skills

  • Incident
  • ServiceNow
  • ITIL
  • KPIs
Job Description
Roles and Responsibilities
  • Oversee the incident management process, ensuring timely resolution and minimal impact on business operations.
  • Implement and maintain ITIL 4.0 best practices in incident management to enhance service delivery.
  • Utilize ServiceNow for incident tracking, management, and reporting.
  • Manage the creation and maintenance of automated indicators, metric scripts, and breakdown relations.
  • Analyze indicator data and generate insights to drive improvements in service performance.
  • Create, maintain, and optimize reports to track key performance indicators (KPIs).
  • Develop and maintain dashboards to visualize incident data and trends.
  • Produce detailed statistical analysis of reports to identify areas for improvement.
  • Develop supporting indicators based on survey results to measure service quality and user satisfaction.

 

Required Technical Skills
  • Strong understanding of ITIL 4.0 principles and practices.
  • Proficiency in ServiceNow, including CSA certification.
  • Experience with performance analytics and reporting, including:
    • Formula indicators and automated indicators.
    • Creation and maintenance of indicator sources, scripts, and breakdowns.
    • Indicator data collection and analysis.
    • Report and dashboard creation and maintenance.

 

Required Qualifications
  • Bachelor’s degree in Computer Science, Information Technology, or a related field.
  • Minimum of 6 years of experience in incident management or a related role.
  • Strong analytical skills and attention to detail.
  • Excellent communication and interpersonal skills.
  • Ability to work effectively in a fast-paced environment and manage multiple priorities.

Job ID: TS240449


Posted By

Vivek

Information Technology Recruiter


Related Jobs
  • Contract - W2
  • Contract - Independent
  • Contract - Corp-to-Corp

  • Company
  • COMPANY

    Techvilla Solutions

  • Company
  • experience

    6 - 12 Years

  • Travel Requirements
  • Work Arrangement

    Hybrid

  • Wallet
  • SALARY

    $58 - $62 Per Hour

  • Skills
  • SKILLS

    • Incident
    • ServiceNow
    • ITIL
    • KPIs

Posted On: Oct 23, 2024