Description

You will optimize Incident Management practices, response, and remediation processes.

Responsibilities

• Assess current Incident Management processes to identify enhancement opportunities.
• Drive initiatives to optimize incident response and recovery capabilities.
• Utilize ServiceNow and Service Desk tools to implement process improvements.
• Analyze complex data in PowerBI to identify performance trends and improvement areas.
• Devise measures and targets to assess the performance of IT functions, services, and projects.

Required Skills

• 7+ years of experience in systems analysis or incident management.
• Deep understanding of Incident Management within the ITIL framework.
• Proficiency with ServiceNow.
• Experience using Service Desk tools.
• Ability to work with analytics and data using PowerBI.
• Strong analytical and creative problem-solving skills.
• Bachelor’s Degree.

Preferred Skills

• Experience optimizing IT service delivery metrics.
• Knowledge of incident recovery workflows.

Key Skills

Education

Bachelor’s Degree