Woodlawn Park,
OK73008US
| Fully RemoteTELECOMMUTEUS
Posted: 01/27/232022-12-142023-02-26Category:Healthcare IT, IT Infrastructure, IT SupportJob Number: 19166
Job Description
Position: IT Incident Service Manager Location: Dallas, OK - Hybrid remote/onsite Job Type: Direct Hire
General Description:
The IT Service Management-Incident is responsible for overall coordination of the incident management process, to include major incidents, ensuring the restoration and availability of critical our client' s IT services.
Essential Responsibilities: Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.
Development, refinement, and maintenance of the ITIL based incident management process and tools
Planning and managing the continued enablement of Incident Management processes on company supporting systems
Ensuring the complete logging, prioritization, response and tracking of all IT service interruptions
Coordinating interfaces between incident management and our client' s other service management processes
Driving the efficiency and effectiveness of the incident management process
Producing management escalation and performance information
Monitoring the effectiveness of incident management across company IT and making recommendations for improvement
Identification and management of Major Incidents affecting critical company services or impacting patient safety
Coordinating the effective incident responses and resolutions with all company IT technology teams and resources
Coordinating incident response and resolution with copmany providers and/or vendors
Serve as IT point of contact for escalation of service interruptions
Publication of reported issues initiation, update, and resolution
General Responsibilities:
Performs other duties as assigned.
Minimum Qualifications:
Education:
Bachelor’s degree in information technology or related field required.
An equivalent amount of education or experience may be substituted for minimum educational requirements
Experience:
Eight (8) years of experience working in IT service management required.
Experience in management and reporting of incidents on a ServiceNow platform required.
Experience in managing incidents within a hospital/healthcare environment preferred.
Licensure/Certifications/Registrations Required:
ITIL Foundations Certification in ITIL v3 or ITIL4 or ITIL Incident Management Practitioner of ITIL Specialist required or ability to obtain within 36 months of hire date.
Knowledge, Skills and Abilities:
Knowledge of the implementation and maintenance of ITIL processes
Ability to shift priorities and manage change with a positive outcome
Provide outstanding client service, meet high quality standards for services and meet or exceed client expectations. Proactive in seeking innovative ways in which to help others
Strong problem-solving and resolution skills, takes initiative and uses good judgment, excellent follow-up skills
Ability to establish and maintain effective working relationships with all levels of the organization and collaborate well in a team
Excellent interpersonal and communication skills (oral and written), professional demeanor and presentation
High attention to detail, outstanding organizational skills and the ability to manage time effectively
Position also requires the ability to work under pressure to meet strict deadlines, effectively prioritize multiple tasks
Recognize confidential, sensitive, and proprietary information and maintain such information as confidential
#LI-Hybrid
Queen Consulting Group is an equal opportunity employer. Our goal is to promote an environment that helps our employees and clients appreciate the benefits that diversity provides.
Meet Your Recruiter
Kristin Murphy Senior Technical Recruiter
Contact Kristin today about this great opportunity with Queen Consulting Group!
