Incident Manager

Company: KeenLogic
Location: Alexandria
Posted on: February 24, 2021

Job Description:

KeenLogic is seeking a highly motivated Incident Manager to join our team in Alexandria, VA for this long-term opportunity. This position is starting remotely due to COVID-19. As part of a Service Desk, the successful candidate will perform the activities associated with the management of Incident and Request ticket queues to include:* Prioritizing work and assignments to technical resources for resolution of end user concerns while ensuring service levels and objectives are met.* Identifying trends and providing guidance and input to ensure proper categorization and assignment of resources. * Performing aging analysis and audits to ensure NSF ITCS ticketing standards are met. * Contributing to knowledge base articles, procedural documentation, training materials for service desk staff, and reports on performance. The Incident Manager will also determine when tickets have a high degree of recurrence, are high severity, or the root cause is unknown to escalate the tickets to the Problem Management process.RESPONSIBILITIES INCLUDE:* Monitoring Incident and Request queues and escalate/assign tickets to appropriate resources for troubleshooting and ticket resolution based on Priority and Service Level expectation.* Monitoring Incident and Request queues to ensure SLAs goals are achieved.If Necessary, assigning the tickets which are out of scope to Service Desk/Other Teams* Perform aging analysis and data quality audits* Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved* Ensuring proper assignment of tickets as well as facilitation of resource allocation based on workload* Coordinating tickets that cross organizational boundaries to ensure customer satisfaction* Preparing daily reports on Incidents/Change/Problem tickets and SLA status* Preparing summary report on all Major incidents occurring during shift* Coordinating resources with teams across disciplines to ensure SLA targets are met* Coordinating resolution for high priority ticketsREQUIRED EXPERIENCE:* Experience working in a customer service role* Experience with Trending Analysis and related Data Analytics for Incident and Request ManagementExperience working with SLAsStrong time management and communication skillsAbility to adapt and prioritize work independently in a dynamic environmentStrong interpersonal and presentation skillsExperience with supporting high priority ticketsExperience with ITSM tools such as Service Now or equivalent* Experience with ITIL and specifically Incident, Request, and Problem Management* Required Clearance: Candidate must have a Public Trust clearance, or be able to obtain one* Experience with desktop environment, local area networks, telephony, voice, mobile phones and apps, and/or video* Experience with Microsoft Office365--, Visio, Adobe Acrobat* ITIL v3 Foundations certificationPREFERRED SKILLS:* ServiceNow use and reporting experience* Experience Automated Call Distribution systems* Advanced knowledge of Office365--, Visio and Adobe Acrobat REQUIRED EXPERIENCE:* Bachelor s degree and five (5) years' experience or High School Diploma and 11 years' experience working with customer technology and support requirements.Powered by JazzHRaAtdphhmAD

Keywords: KeenLogic, Alexandria , Incident Manager, Executive , Alexandria, Virginia