Wissen Infotech
Wissen Infotech

ITSM/Incident Manager

Chicago, IL, US • Posted 16 hours ago • Updated 16 hours ago
Full Time
No Travel Required
Able to Sponsor
On-site
Depends on Experience
Fitment

Dice Job Match Score™

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Job Details

Skills

  • Auditing
  • BMC Remedy
  • Change Management
  • Collaboration
  • Communication
  • Continuous Improvement
  • Crisis Management
  • Data Analysis
  • Decision-making
  • Documentation
  • IT Service Management
  • ITIL
  • Incident Management
  • JIRA
  • Management
  • Problem Management
  • Regulatory Compliance
  • Reporting
  • Root Cause Analysis
  • Service Management
  • ServiceNow
  • Stakeholder Management
  • Testing

Summary

ITSM/Incident Manager

Location: Chicago IL /Warrendale PA (Onsite)

Certification: ITIL V3 or ITIL 4 Foundation certified

Introduction:

The ITSM/Incident Manager plays a crucial role in the IT team, responsible for overseeing change management processes, incident management, and ensuring compliance with organizational policies and regulatory requirements.

Responsibilities:

  • Develop and implement change management process.
  • Ensure adherence to change management process.
  • Conduct impact assessments to identify risks and readiness.
  • Ensure proper testing and validation procedures are followed.
  • Maintain audit trails and documentation for compliance purposes.
  • Perform Root Cause Analysis (RCA) for failed changes.
  • Facilitate Change Advisory Board (CAB) meetings and present change proposals.
  • Lead emergency change management procedures when necessary.
  • Communicate change schedules and impacts to affected parties and work with businesses to minimize operational disruption.
  • Collaborate with technical teams to understand change requirements.
  • Maintain accurate documentation and reporting.
  • Drive continuous improvement initiatives within ITSM processes.
  • Ensure compliance with organizational policies and regulatory requirements.

Required Skills:

  • Strong knowledge of ITSM frameworks and processes.
  • Exposure to Incident Management and Problem Management.
  • Ability to work in a fast-paced environment and manage multiple priorities.
  • Data analysis and reporting capabilities.
  • Strong crisis management and decision-making skills.
  • Excellent communication and stakeholder management.
  • Knowledge of ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management).
  • Understanding of SLAs, OLAs, and escalation models.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 91112433
  • Position Id: 8990069
  • Posted 16 hours ago
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