Major Incident​/Incident​/Problem Consultant | ITSM​/ITIL

Overview

Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise:
Design for Tomorrow, Empower Each Other and Succeed Together. Major Incident / Incident / Problem Consultant | ITSM / ITIL. Are you passionate about driving service excellence and ensuring technology resilience in critical environments? As a Major Incident / Incident / Problem Consultant, you’ll play a key role in shaping the IT Service Management (ITSM) framework for APS—leading the processes that restore, stabilize, and continuously improve IT services across the enterprise.

You’ll serve as the Major Incident Management (MIM) subject-matter expert, partnering with the Enterprise Emergency Management and IT Disaster Recovery teams to align IT incident response with APS’s broader emergency management strategy. This is a unique opportunity to blend technical expertise, leadership, and process ownership to ensure operational excellence across all IT domains.

• Lead and coordinate Major Incident Management (MIM) activities, driving rapid resolution for high-impact IT issues.
• Partner with IT Disaster Recovery and Emergency Management teams to align MIM processes with enterprise-wide response plans.
• Develop, maintain, and standardize ITIL processes for Major Incident, Incident, and Problem Management.
• Facilitate post-incident reviews, root-cause analysis, and continuous improvement initiatives.
• Create and deliver training, tabletop exercises, and documentation to build awareness and process adoption.
• Collaborate with Service Now developers and product owners to enhance ITSM capabilities, dashboards, and KPI reporting.
• Produce actionable metrics and insights to measure performance and process maturity.
• Must have the ability to be on-call during and off-business hours including weekends and holidays to support Major Incidents.

• ITSM / ITIL Professional:
  Deep understanding of ITIL best practices with hands-on experience in Major Incident, Incident, and Problem Management.
• Service Now Expert:
  Proficient with Service Now modules such as Incident, Problem, Change, CMDB, and Reporting; ability to translate business needs into technical requirements.
• Calm Under Pressure:
  Skilled at leading high-stakes incident calls and navigating competing priorities with confidence and clarity.
• Collaborative Influencer:
  Strong communicator who can engage everyone from technical teams to executives, fostering alignment and trust.
• Analytical & Process-Driven:
  Excellent troubleshooting, documentation, and process-improvement skills with a focus on standardization and compliance.
• Continuous Learner:
  Familiarity with Agile and Dev Ops principles; committed to staying current on ITSM trends and Service Now advancements.

• BS/BA equivalency or an equivalent combination of four (4) years relevant work experience and relevant college coursework in business, information technology or a related area.
• Eight (8) years of progressively responsible experience with a strong understanding of business unit operations, business unit systems, database design, structure, functions and work processes and experience with database tools.
• Previous experience with the systems specific to the business area may also be required.
• Demonstrated knowledge of business processes and operational knowledge including functions, procedures, processes, and computer systems.
• Ability to identify process improvement opportunities, gaps, data analysis and recommended solutions which tie functional needs to technology solutions.
• Demonstrated project/team experience and ability to prioritize work.
• Ability to review data, see relationships and patterns, as well as possess strong analytical, communication, interpersonal and organizational skills.
• Experience in managing projects and identifying and resolving issues.
• Expertise in PC applications including advanced skill level in Microsoft Excel, Access, Word.
• Requires proficient knowledge of emerging practices and technologies used within the business area.
• Knowledge of applicable federal and state laws, regulations, and standards…