ITSM Incident Manager

Post Date

Feb 15, 2024



ZIP/Postal Code

Jun 17, 2024 Insight Global

Job Type



Help Desk

Req #


Pay Rate

$57 - $86 (hourly estimate)

Job Description

Insight Global is seeking an ITSM Program Manager to lead the enterprise IT Incident, Problem, Change and Release Management Practices. This Manager is responsible for the ITIL aligned ITSM processes and procedures and will champion enterprise adoption of Service Management processes and will improve practices around key areas such as Incident, Configuration, Problem, Change and Release Management. Responsibilities include:

· Manages the ITIL Framework Service Management program and best practice process development function for Incident Management, Change Management, Problem Management, Asset Management, Configuration Management, and Release Management.

· Creates short-term and long-term strategic road maps for service management and ensure goals and initiatives are aligned with enterprise objectives.

· Analyzes incident, problem, and change processes and related data to programmatically identify the causes of recurring incidents, alerts or problems to ensure action plans to issues.

· Escalates issues for resolution to avoid reoccurrence or closes problem.

· Examines work queues for problems in jeopardy of missing service agreements and objectives.

· Manages major incident / high severity incident calls and ensures documentation captured for future root cause analysis, discussion, documentation and potential corrective actions.

· Manages the root cause analysis (RCA) review process with impacted parties, ensuring that quality and in-depth root cause reviews and improvement actions are developed as soon as reasonably possible for high impact outages or for recurring issues.

· Manages Change Management best practices for the organization, including managing Change Advisory Board (CAB) meetings.

· Develops ITIL process training material, process documentation, procedures and work instructions.

· Measures and determine ways to improve customer satisfaction and engagement using ServiceNow workflow, process enhancements and metrics.

· Collaborates with IT teams and other departments to review existing processes, capture operational challenges, and develop business requirements for consistency and ongoing improvement.

Educates and advocates internal partners to use and leverage Service Management processes.

Required Skills & Experience

· 8+ years of relevant ITIL service management experience

· 10+ years of experience within a technology environment is required

· A bachelor's degree or equivalent experience.

· ITIL v3 or v4 certification, minimum foundation level; advanced certification preferred.

· Knowledge in ISO2000:2018 Service Management System requirements

· Advanced experience utilizing ServiceNow Service Management tool, dashboards and reporting.

· Knowledge in Lean Six Sigma Methodology.

· Ability to grasp complex technical concepts & translate them into a simple to understand language.

· Ability to maintain calm in highpressure situations.

· Ability to think through complex issues & propose alternative solutions to problems.

· Experience conducting root cause analysis, documenting findings, and designing plans to rectify issues.

· Excellent communication skills necessary to work effectively with a variety of individuals and organizations.

· Demonstrated experience in analysis and presentation of data with a high degree of attention to detail and accuracy of processes.

· Strong analytical and problem solving skills.

· Ability to influence others at all levels of an organization with proven leadership skills.

· Experience and understanding of IT technologies, services and environments; including the development process and environments for key business area applications.

Ability to maintain a high level of productivity in a fast-paced, team environment while managing multiple competing priorities.

Nice to Have Skills & Experience

Banking experience

Project management experience

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.