ITIL - Account Service Senior Specialist

About the role

The Incident Manager role is to identify, synthesize, organize, and manage IT issues to support end users across the enterprise. This strategic (design) and hands on delivery (implementation) role manages all aspects of Incident Management, creates guidelines for process usage, and how it integrates with the other processes, and how to keep it from growing stale.

What you'll do

• Work closely with key stakeholders across the company to maintain consistency at a global scale and align the content strategy with their vision
• Define the Incident management strategy and focus on Gaps and Process improvements
• Work effectively across the organization with stakeholders, service teams and subject matter experts to support IT issues
• Develop and maintain thresholds/severity matrix, escalations matrix, incident playbooks and perform PIRs
• Act as an adviser to business and IT personnel on Incident management matters, including policy decisions on process improvements

What you need

• ITIL
• PowerPoint
• Excel
• Process improvement
• ServiceNow
• Content strategy