Incident Management Professional

3 weeks ago


Salt Lake, Utah, United States Western Governors University Full time

Are you passionate about technology and customer service? Do you enjoy analyzing complex problems and finding creative solutions? We're seeking a skilled Technical Support Specialist to join our team at Western Governors University

We offer a highly competitive salary range of $79,300 - $118,900, along with opportunities for professional growth and development. Our ideal candidate will have 1 year of incident management escalation practice, as well as experience with ServiceNow and familiarity with reporting.

Key Responsibilities:
  • Evaluate and respond to incidents and problems reported by various support teams, engineers, and other staff through Teams chats/channels, emails, OpsGenie alerts, and proposed Parent Incidents.
  • Document each case thoroughly, creating Major/Minor Incidents and Problem Records based on the severity matrix.
  • Communicate with stakeholders, following up on active Major/Minor Incidents and Problems to drive resolution with respect to urgency.
  • Develop and maintain relationships with Ed Tech and business stakeholders, serving as a single point of contact for Major/Minor Incidents and Problem Records.
  • Maintain self-management, taking initiative in performing other job-related duties as assigned.
Benefits:
  • Competitive salary range: $79,300 - $118,900
  • Opportunities for professional growth and development
  • A dynamic and supportive work environment
  • A comprehensive benefits package, including medical, dental, vision, and life insurance


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