Incident Management Specialist

Job Title: ITIL Incident Management Analyst

Location: Mahwah, NJ

Hybrid – (3 Days onsite in a week.)

Job Overview: The Incident, Problem & Change Analyst on the Change Management Team plays a crucial role in guiding the organization through IT transformation by managing the impact, risk, and communication of IT change activities. Additionally, they are considered the Process Owner for the Change Management, Operational Readiness, and AVS Administration workstreams.

Key Responsibilities:

• Change Impact Assessment - evaluates how Changes affect processes, systems, operations, and people
• Change Management Planning - develops strategies for communication, training, and support of I.T. Change Management (CM) process and guidelines (process/workstream/Standards owner of CM)
• Risk and Issue Management - works with subject-matter-experts and stakeholders to identify and mitigate risks in Change initiatives
• Stakeholder Engagement - engages stakeholders for feedback and ensures buy-in (includes all levels of management) during assessment of Change Requests
• Communication Management - creates and disseminates communication materials such as meeting notifications/agenda, meeting notes/minutes and general organizational communications
• Training Coordination - develops, plans, and conducts training sessions in support of Change Management process and tool usage (i.e., Service Management Center/ServiceNow)
• Change Reporting - develops reports/dashboards, tracks and reports on Change progress using metrics
• CAB Management - plans, coordinates, and facilitates Change Advisory Board (CAB) meetings to ensure planned Change Requests are following Change process and guidelines (provides final approval on moderate/high risk and emergency Change Requests)
• Process Improvement - works closely with end-users and Incident/Problem Management Team to identify correctable trends and improves Change Management processes and end-user behavior (e.g., Incidents caused by Change)
• Project Management - guides, facilitates, and tracks Operational Readiness (OR) requirement fulfillment as a pre-requisite for product/system implementation/deployment (process/workstream/Standards owner of OR)
• Configuration Item Administration - manages Application Visibility System (AVS) process and tracks compliance of application-level configuration items [inventory of UPS applications/systems] (process/workstream/Standards owner of AVS/SMC)
• Incident, Problem & Knowledge Management - process and workflow knowledge of I.T. Service Management (ITSM) workstreams.

Skills & Qualifications:

• Strong analytical, communication, negotiation, and problem-solving skills
• Proficiency in I.T. Change Management / ITIL and other ITSM methodologies (i.e., Incident, Problem & Knowledge Mgt)
• Experience in planning and conducting meetings
• Ability to adapt and manage multiple priorities (mix of routine and ad-hoc priority tasks)
• Ability to communicate with ITSM end-users including vendors and all levels of management