Role: ITSM Incident Manager
Wissen Infotech
Chicago, United States of America
4 days ago
Role details
Contract type
Permanent contract Employment type
Full-time (> 32 hours) Working hours
Regular working hours Languages
EnglishJob location
Chicago, United States of America
Tech stack
JIRA
ServiceNow
Job description
- 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 RCA for failed changes
- Facilitate 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
- Collaborate with cross-functional teams to ensure smooth execution of ITSM processes.
- Maintain accurate documentation and reporting
- Drive continuous improvement initiatives within ITSM processes.
- Ensure compliance with organizational policies and regulatory requirements.
Requirements
- 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