Incident Manager

Job Description

This position is located in Detroit MI for one of the largest healthcare companies in the State.

Summary

• Oversee development of ITSM-based management process and controls to ensure IT service delivery meets business objectives with high quality.
• Provide a single point of contact for one or more IT Service Management process (es). Examples:
  Incident, Change, Problem.
• Will act as Incident Manager with day-to-day responsibility for investigating and coordinating resolution actions for severity incidents.

Departmental Requirements:

• ITIL V3 Certified
• Professional Incident Management Systems Training/Certification (ex. BMC Certified Professional, HPSM Certification, etc.)
• 10 Years Incident Management experience.

Departmental Preferences:

• Looking for a seasoned very strong service manager.
• Strong background/knowledge of ITIL Framework
• Customer Service and/or Network Operations Center background

Corporate Requirements:

• Serve as a liaison between the business area and the IT organization to provide technical solutions required for the achievement of business goals.
• Collect, analyze, develop, document, and communicate business requirement.
• Support one or more highly complex business processes, requiring design or integration of technical solutions that may cross multiple function of the business.
• Serve in a lead role.
• Conduct data gathering and analysis to understand business strategy requirements.
• Lead and provide direction for short and long-term planning sessions and provide direction to ensure understanding of business goals and direction.
• Provide input from a business and IT perspective.
• Lead the assessment of client needs utilizing a structured requirements process (gathering, analyzing, documenting, and managing changes) to prioritize immediate business needs and recommend options, risks and cost vs. benefits.
• Analyze customer’s operations to understand their strengths and weaknesses to determine opportunities for improvements.
• Conduct feasibility studies and draft proposals for evaluation by appropriate users and managers.
• Develop and assist in the presentation of businesses cases.
• Develop user test cases and system integration testing and validate test results during testing.
• Review and approve test plans and monitor testing process to ensure that business results are adequately tested with minimal risk, as needed.
• Investigate, resolve and escalation problems.
• Procure technical assistance to help in problem resolution.
• Monitor and analyze performance metrics to ensure customer satisfaction.
• Keeps customers informed of problems, issues, and status.
• Manage customers’ expectations.
• Ensure IT solutions meet customers’ needs.
• Coach and transfer knowledge to less experienced team members.
• Other duties may be assigned.

EDUCATION AND/OR EXPERIENCE

• Bachelor’s degree in related field preferred.
• Five (5) years of relevant technical or business work experience required.

OTHER

SKILLS AND ABILITIES

• Leadership skills, experience/in-depth knowledge of business operations and systems requirement processes.
• Display innovation in identifying, proposing, and overseeing the execution of business solutions.
• Written and verbal communication skills interpersonal skills.
• Ability to work independently, or within a team environment.
• Other related skills and/or abilities may be required to perform this job.

This is a DIRECT HIRE Position. MUST BE a US CITIZEN OR GREEN CARD HOLDER