170 applicants

Company

Compucom · 20 hours ago

Incident/Problem Manager - Business Systems III (USA Based)

USA

Full-time

Remote

Senior Level

6+ years exp

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Responsibilities

Must be proficient in Excel and possess the ability to create compelling data visualization slides for internal and customer facing presentations

Ensure all Incident/Service Request are logged with proper details, allocating categorization and prioritization codes

Technical skills working with Data Analytics tools and systems of record (Power Bi, Qlik, MicroStrategy, Twilio, ServiceNow, etc.) to extract, load, and transform data for incident analysis and root cause analysis.

Project manages individually or supports a project Manager with complex projects; Assists in task planning, estimation, and scheduling.

Strong understanding of the ServiceNow platform and capabilities

Identify trends and associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

Uses data collected during Incident resolution for Problem identification and Problem creation.

Attend and host internal and client facing meetings.

Identify “Shift Left” and process improvement opportunities

Escalate all process issues to the work stream responsible for the service

Qualification

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ServiceNowData AnalyticsProject ManagementExcelPower BIQlikMicroStrategyTwilioStatisticsBusiness Analysis

Required

6+ years’ experience in the position

Strong project management skills

Advanced understanding of the ServiceNow platform and its capabilities

Proficient in Excel and possess the ability to create compelling data visualization slides for internal and customer facing presentations

Ensure all Incident/Service Request are logged with proper details, allocating categorization and prioritization codes

Project manages individually or supports a project Manager with complex projects; Assists in task planning, estimation, and scheduling

Identify trends and associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

Uses data collected during Incident resolution for Problem identification and Problem creation

Attend and host internal and client facing meetings

Identify 'Shift Left' and process improvement opportunities

Escalate all process issues to the work stream responsible for the service

Minimum 6 years’ experience in related field

Excellent administration, communication, and organizational skills

Time management and problem solving skills

Strong Verbal and written communication skills

Functional knowledge of systems and business processes in the given subject area of responsibility

Able to work in a fast-paced environment with a diverse team; work independently under minimal supervision and flexible to participate as a team member in other cross functional projects

Ability to build cross-functional relationships

Detail-oriented

Customer-Focused