Senior Incident Management Specialist

2 weeks ago

Milwaukee, Wisconsin, United States Goodwill Industries of SE WIS Full time


The Senior Incident Management Specialist plays a crucial role in defining the classification and urgency of incidents, establishing Critical Success Factors (CSFs), tracking Key Performance Indicators (KPIs), and collaborating with support teams to ensure prompt resolutions.


RESPONSIBILITY LEVEL:
This position aligns with the organization's objectives and may contribute to strategic planning for Information Technology. The specialist conducts research, analyzes data, and presents findings to support the formulation and execution of policies, procedures, and programs.

Possesses knowledge of the Information Technology budget and may influence financial decisions regarding vendors, systems, and projects.

Typically engages in projects and initiatives with a duration of 12 months to 2 years.

Establishes the classification and urgency of incidents, formulates Critical Success Factors (CSFs), monitors Key Performance Indicators (KPIs), and collaborates with support teams to facilitate swift resolutions.

Oversees major incidents until resolution and partners with IT Leadership to conduct comprehensive Root Cause Analysis (RCA) to reduce the likelihood of future incidents.


PRINCIPAL DUTIES:
1.

Accountable for Major Incident response, coordinating subject matter experts and business operation stakeholders to evaluate incident impact, mitigate ongoing risks to the organization, and restore services promptly during disruptions, interruptions, and outages.

2.

Assists in the integration of ITIL principles with practices utilized to monitor and resolve high-priority incidents and manage changes and problems.

3. Adapt Service Management processes to align with evolving DevOps practices.

4.

Ensure effective communication with executives and key stakeholders regarding business impact, risks, prioritization, mitigation strategies, and estimated resolution timelines for incidents.

5.

Monitor ongoing high-priority incidents, including extended and after-hours escalations; coordinate resources as necessary, including scheduling meetings, establishing conference calls, and engaging in discussions.

6.

Responsible for gathering, documenting, and maintaining incident-related event details in compliance with organizational Service Level Agreements (SLAs) and oversees reporting.

Owns the delivery and management of monthly status and summary reports for Major incidents and Problem Tickets.

7.

Manage a matrix of personnel, processes, and resources, including third-party vendors, resolving conflicts to advance towards resolution, and accountable for addressing outages and service degradations through workarounds or permanent solutions.

8.

Ensure that problems progress through the Problem Management process in a timely and prioritized manner concerning all major incidents.

Conducts Post Incident Reviews for all Major Incidents, identifying, defining, and planning corrective actions based on the Post Incident Review/Root Cause Analysis (RCA). Coordinates and obtains RCA outcomes for incidents caused by third-party vendors.

9.

Ensure appropriate monitoring is established for the reliable operation of all critical applications and initiate corrective action plans when necessary.

10. Perform analysis on incidents and generate periodic reports and dashboards to assist management.

11. Facilitate Change Advisory Board meetings to provide visibility and approval for significant change activities.

12.

Leading and Developing Talent:
May collaborate with colleagues to enhance their professional development.

13.

Project and Change Management:
May serve as a team member or subject matter expert for formal or departmental projects. Contributes ideas and assists in developing solutions while balancing project demands with routine responsibilities. Engages effectively in changes affecting them, communicating appropriately with supervisors. Follows through on learning, skill-building, and practice necessary to adapt to change.

14.

Problem Solving:
Works independently with light supervision. Periodic review of work by a manager or direct customer. Researches, analyzes, and evaluates situations and reports on findings. Resolves advanced problems.

15.

Technical Skill:
Advanced knowledge of professional principles and skills. Comprehensive understanding of principles, practices, and procedures within the field of specialization.

16.

Community Engagement:
Advocates for community engagement initiatives. Aware of community partner organizations and participates in volunteer opportunities relevant to their role and interests. Engages in industry and knowledge groups.

17. Responsible for completing other duties and responsibilities as assigned.

REQUIREMENTS:
1. Two years of college education or equivalent experience, along with a minimum of 5 years' experience.

2. Familiarity with ITIL and NIST standards.

3. Basic understanding of technology services.

CORE CULTURAL COMPETENCIES:
1.

Customer Focus:
Independently anticipate and meet customer needs while seeking ways to enhance customer service.

Internalizes customer feedback and follows up to ensure problems are resolved by providing innovative solutions to meet future needs.

2.

Values Differences:

Seeks out diverse perspectives and talents, striving to work effectively with individuals who have different backgrounds or styles.

Behaves with sensitivity towards differences in cultural norms, expectations, and communication styles. Challenges stereotyping or offensive remarks.

3.

Communicates Effectively:

Shares information and updates with others, ensuring clear, concise, and professional communication through reports, documentation, and other forms of communication.

Listens attentively to others.

4.

Situational Adaptability:
Demonstrates flexibility in responses to various situations by adapting to changing needs, conditions, priorities, or opportunities.

Monitors the effectiveness of approaches to determine if adjustments are necessary, recognizing cues that suggest a change in strategy or behavior is needed.

5.

Drives Results:
Exhibits a strong commitment to achieving meaningful outcomes by driving tasks to successful completion. Sets high standards for personal performance and demonstrates determination in overcoming obstacles and setbacks.

6.

Ensures Accountability:
Takes responsibility for successes and failures in their work. Monitors performance progress and adjusts approaches as needed, following through on commitments.

PHYSICAL/

SENSORY DEMANDS:

Job requires the following:

Remaining stationary for extended periods; ability to move about to accomplish tasks; must be able to operate a computer or similar technology, which typically involves substantial motions of wrists, hands, and/or fingers; visual acuity to perform activities such as preparing data, operating equipment, or reviewing the thoroughness of work; ability to communicate with others and exchange information in written and verbal form.

Ability to travel between locations as needed.

(SEW)

  • Senior Incident Management Specialist

    2 weeks ago

    Milwaukee, Wisconsin, United States Goodwill Industries of SE WIS Full time

    The Senior Incident Management Specialist plays a crucial role in defining the classification and urgency of incidents, formulating Critical Success Factors (CSFs), monitoring Key Performance Indicators (KPIs), and uniting support teams to guarantee prompt resolutions.RESPONSIBILITY LEVEL:This position is responsible for aligning with the organization's...

  • Cybersecurity Engineer

    4 days ago

    Milwaukee, Wisconsin, United States Veolia Full time

    Job DescriptionAbout Veolia North AmericaVeolia North America is a leading provider of water, waste, and energy management services. Our company offers a comprehensive range of services, including water and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting, and resource recovery.We help commercial, industrial,...

  • Event Security Specialist

    6 days ago

    Milwaukee, Wisconsin, United States BEST Crowd Management Full time

    About the RoleWe are seeking a highly skilled and experienced Event Security Specialist to join our team at BEST Crowd Management. As an Event Security Specialist, you will play a critical role in ensuring the safety and security of attendees, staff, and property at various events.Key ResponsibilitiesPatrol and Monitor assigned areas to deter unauthorized...

  • Senior Underwriting Specialist

    2 weeks ago

    Milwaukee, Wisconsin, United States Church Mutual Insurance Company, S.I. Full time

    Senior Underwriting Specialist - Religious MarketsJob OverviewAt Church Mutual Insurance Company, S.I., we are dedicated to safeguarding those who inspire and serve others. With over 125 years of experience, we prioritize our customers and strive to provide innovative insurance solutions tailored to their unique needs.Key ResponsibilitiesAs a Senior...

  • Accounts Receivable Specialist

    1 week ago

    Milwaukee, Wisconsin, United States Brookdale Senior Living Full time

    Job Title: Collections SpecialistAbout the Company: Brookdale Senior Living is proud to be recognized as one of America's Greatest Workplaces for Diversity in 2024 by Newsweek. We offer a flexible remote position for candidates residing in the Greater Milwaukee Area.Commitment to Enhancing LivesAt Brookdale Senior Living, we prioritize a professional...

  • Accounts Receivable Specialist

    1 week ago

    Milwaukee, Wisconsin, United States Brookdale Senior Living Full time

    Job Title: Collections SpecialistAbout the Company: Brookdale Senior Living is recognized for its commitment to diversity and inclusion in the workplace. We offer a local remote position for individuals residing in the Greater Milwaukee Area.Contribute to Enhancing LivesAt Brookdale Senior Living, we provide a professional environment that promotes personal...

  • Accounts Receivable Specialist

    1 week ago

    Milwaukee, Wisconsin, United States Brookdale Senior Living Full time

    Job Title: Collections SpecialistAbout the Company: Brookdale Senior Living is recognized for its commitment to diversity and inclusion in the workplace. We offer a flexible remote position for candidates located in the Greater Milwaukee Area.Become Part of a Mission-Driven OrganizationAt Brookdale, we prioritize a professional atmosphere that encourages...

  • Senior Executive Support Specialist

    2 weeks ago

    Milwaukee, Wisconsin, United States Extension, Inc Full time

    Job OverviewExtension, Inc. is in search of a Senior Executive Support Specialist for a direct hire opportunity. This role is pivotal in providing comprehensive support to our executive team.About the OrganizationRecognized as a top-tier developer in the healthcare sector for over two decades.Offers competitive compensation along with performance-based...

  • Senior Benefits Specialist

    1 week ago

    Milwaukee, Wisconsin, United States LHH Recruitment Solutions Full time

    Job OverviewLHH Recruitment Solutions is seeking a Senior Benefits Specialist to support our client in the Greater Milwaukee Area.Key Responsibilities: Design, execute, and oversee benefits initiatives. Offer expert advice to employees and management on matters related to benefits, including health care, leave policies, wellness initiatives, and retirement...

  • Security Identity Management Specialist

    4 days ago

    Milwaukee, Wisconsin, United States AE Business Solutions Full time

    Job OverviewAE Business Solutions is seeking a highly skilled Security Identity Management Specialist to join our team. As a key member of our security team, you will be responsible for designing and implementing secure identity management solutions for our clients.Key Responsibilities:Develop and implement policies and procedures for identity management,...

  • Revenue Recovery Specialist

    6 days ago

    Milwaukee, Wisconsin, United States Brookdale Senior Living Full time

    Job SummaryThe Collections Specialist is a key member of our revenue recovery team at Brookdale Senior Living. This role is responsible for monitoring and reviewing account status reports to identify and resolve delinquent accounts.Key ResponsibilitiesProviding quality customer service and collections in a high-volume, fast-paced, multi-channel contact...

  • Senior Data Protection Specialist

    4 days ago

    Milwaukee, Wisconsin, United States Randstad Full time

    Job Summary:Work Location: Hybrid - Milwaukee, WI (3 days/week onsite)Experience: 10 to 15 YearsJob Description:We are seeking a highly skilled Senior Data Protection Specialist to join our team at Randstad Digital. As a key member of our team, you will be responsible for designing, implementing, and managing data backup and recovery solutions for our...

  • Senior Receiving Specialist

    1 week ago

    Milwaukee, Wisconsin, United States K&G Fashion Superstore Full time

    Senior Receiving Specialist For over three decades, K&G Fashion Superstore (K&G) has been dedicated to providing value-driven customers with the latest trends and styles at unbeatable prices. With a vast selection of designer brands offered at discounts of up to 60% off traditional department store prices across our 80 locations, K&G stands out as a...

  • Senior Receiving Specialist

    1 week ago

    Milwaukee, Wisconsin, United States K&G Fashion Superstore Full time

    Senior Receiving Specialist For over three decades, K&G Fashion Superstore (K&G) has been dedicated to providing value-driven customers with the latest trends and styles at unbeatable prices. With a vast array of designer brands available at discounts of up to 60% off regular department store prices across our 80 locations, K&G stands out as a premier...

  • Youth Treatment Specialist Supervisor

    7 days ago

    Milwaukee, Wisconsin, United States Wisconsin Community Services Full time

    Job SummaryWe are seeking a highly skilled and experienced Youth Treatment Specialist Supervisor to join our team at Wisconsin Community Services. As a key member of our staff, you will be responsible for supervising and assessing youth treatment specialists as they interact with residents and provide for the day-to-day care and supervision of residents at...

  • Senior AV Installation Specialist

    2 weeks ago

    Milwaukee, Wisconsin, United States Insight Global Full time

    Position OverviewInsight Global is seeking a Senior AV Installation Specialist to provide exceptional support to clients in the audiovisual sector. This role is pivotal in ensuring the successful execution of installation projects.Key ResponsibilitiesThe selected candidate will:Lead installation teams, offering guidance and support to junior...

  • Senior Electrical Testing Specialist

    2 weeks ago

    Milwaukee, Wisconsin, United States BioLite Full time

    Position: Senior Electrical Testing Specialist, Energy Solutions Employment Type: Full-time Location: On-site with flexible remote work options available. Reporting To: Director of Systems Engineering Salary: Competitive salary range based on experience. Benefits Overview: Comprehensive health insurance packages (medical, dental, vision) with full premium...

  • Senior Accounting Specialist

    2 weeks ago

    Milwaukee, Wisconsin, United States Lesaffre Group Full time

    Position OverviewAs a key member of the finance team at Lesaffre Group, the Senior Accounting Specialist will play a crucial role in ensuring accurate financial reporting and compliance with accounting standards. The successful candidate will be responsible for a variety of essential functions, including:Accounting ResponsibilitiesProcessing invoices and...

  • Senior Accounting Specialist

    2 weeks ago

    Milwaukee, Wisconsin, United States Lesaffre Group Full time

    Position OverviewAs a key member of the finance team at Lesaffre Group, the Senior Accounting Specialist will be responsible for a variety of essential functions that ensure the accuracy and integrity of financial reporting and analysis.Key ResponsibilitiesAccounting Duties:Manage the coding of invoices and address related internal inquiries. Prepare and...

  • Senior Technical Solutions Specialist

    2 days ago

    Milwaukee, Wisconsin, United States Komatsu Full time

    About the RoleKomatsu is a leading provider of innovative solutions for the construction, mining, forestry, forklift, and industrial machinery markets. We are seeking a highly skilled Senior Technical Solutions Specialist to join our corporate IT team.Key ResponsibilitiesConfigure and administer packaged applications within Adobe Commerce platform to support...