Incident Management Process Owner in Farmington, CT at APEX Systems

Date Posted: 10/20/2019

Job Snapshot

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Job Description

Job #:  1010648
Apex Systems is currently supporting a Incident Management Process Owner opportunity in Farmington, CT. This is FULL TIME/ DIRECT HIRE opportunity.
If interested, please send an updated resume to Nate Medve at
Title: Incident Management Process Owner
Location: Farmington, CT
Salary: Negotiable
This is a great time to join us as a Service Delivery – Incident Management process owner. The successful candidate will serve as process owner for the overall (ITIL-modeled) Incident Management process and protocols established across the Information Technology organization.
  • Essential Responsibilities
    • Responsible for the sponsorship, design, continuous improvement and general oversight of the organization’s IT Incident Management process and protocols, utilizing ServiceNow
    • Acts as the primary point of contact for ServiceNow Incident Management process issues and questions
    • Works closely with business and support teams to ensure established incident methodologies are taking full advantage of ServiceNow functional capabilities to maximize the team’s effectiveness to responding to and addressing incidents
    • Works with the greater Service Delivery team to communicate and prioritize related development needs related to identified enhancements and improvements within the ServiceNow Incident Management model
    • Identifies gaps in efficiencies and makes recommendations for improvements
    • Maintains extensive incident metrics for trend analysis and SLA compliance
  • Education/Certifications
    • A bachelor’s degree in information technology or related discipline or equivalent experience is required.
  • Basic Qualifications
    • Six-plus years of demonstrated working ITIL experience
    • Three-plus years of strong working knowledge of and experience with ServiceNow
    • Five-plus years of practical working experience administering Incident Management on a broad scale within an IT organization and as part of an operational support team
    • Ability to communicate, articulate and demonstrate ServiceNow capabilities related to the administration of Incident Management
    • Ability to illustrate areas of opportunity utilizing ServiceNow functionality to enhance efficiencies with Incident Management
    • Ability to identify and analyze incident trends and work with the greater Service Delivery team to document and communicate findings and make recommendations for long-term resolutions
    • Strong working experience with Microsoft’s suite of desktop products, including Word, Excel, PowerPoint and Visio
    • Strong interpersonal, verbal and written communication skills
    • Ability to work in a fast-paced, changing, team-oriented environment
  • Preferred Qualifications
    • ITIL v3 certification a plus

EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178-6178.