GreatAmerica · 10 hours ago
Incident Management Specialist
Cedar Rapids, IA
Full-time
Hybrid
Mid Level
3+ years expGreatAmerica Financial Services is a highly successful entrepreneurial company providing equipment financing to businesses across the United States. The Incident Management Specialist is responsible for overseeing the end-to-end lifecycle of high-priority IT incidents, ensuring timely resolution and driving continuous improvement in incident response processes.
Financial ServicesInformation TechnologyInsurance
No H1B
Responsibilities
Manage all incidents from detection through resolution, ensuring adherence to ITIL best practices
Lead cross-functional collaboration during Priority 1 and 2 incidents, including initiating Teams war rooms and maintaining 30-minute communication cadence
Provide timely, clear updates to stakeholders, impacted users, and leadership during incident lifecycle
Track KPIs such as MTTR, incident volume, SLA compliance, and produce weekly/monthly dashboards and reporting to measure success of the incident management process, trend analysis reports of recurring incidents, monthly metrics major incidents and other reports as required
Conduct post-incident reviews, and root cause analysis (RCA) document findings, and ensure corrective actions are implemented
Identify trends and recommend enhancements to incident workflows, tools, and knowledge base articles
Maintain compliance with internal high-priority incident standards and security escalation protocols. Ensure incident handling complies with financial industry regulations and internal policies
Collaborate with Service Desk and engineering teams to refine priority models and scoring grids, including facilitating the engagement of technical support teams, coordinating service restoration activities, and communicating all relevant details to key business and client stakeholders
Collaborate with Problem Management to identify and eliminate recurring issues
Partner with Technical subject matter experts to create and publish knowledge articles for knowledge gaps around known errors and workarounds. Support audits and reporting requirements related to incident management
Participate in other projects and duties as assigned
Qualification
Required
Bachelor's degree in information technology, Computer Science, or related field or equivalent work experience
ITIL Foundation certification
Minimum of 3 years in IT Service Management or related roles
Minimum of 1 year of Incident Management or related roles
Hands-on experience managing major incidents and coordinating technical teams
Exposure to enterprise environments with complex infrastructure
Strong written and oral communication with ability to use the language of the business
Skilled at problem solving and conflict management skills
Expertise in incident lifecycle management and escalation protocols
Ability to interpret and apply SLAs and OLAs
Must be able to work independently, take the initiative, and be a self-starter
Strong facilitation skills to command-and-control major incident bridges to ensure timely resolution
Strong understanding of ITSM and ITIL framework
Proficiency in ITSM tools (e.g., ServiceNow, Jira Service Management)
Excellent communication, coordination, and decision-making skills
Ability to lead cross-functional teams under pressure
Familiarity with Problem Management, Change Management, and Risk Management processes
Ability to effectively translate complex technical details into business equivalent terms for communication to a wider non-technical audience
Excellent knowledge of MS Office productivity suite
Understanding of core software applications and products (such as Salesforce), infrastructure and networking, database
Preferred
Advanced ITIL or Agile certifications
Experience in financial services or other regulated industries
Knowledge of ServiceNow and Jira
Benefits
Competitive Compensation
Monthly Bonuses for Eligible Employees
401(k) and Company Match
Annual Profit Sharing
Paid Time Off
Paid Vacation - starting at 80 hours annually for employees in their first year of service.
Paid Sick Days - Ten (10) per year with a conversion option for unused time.
Ten (10) Paid Holidays per year
Gym Reimbursement
Health Insurance
Dental Insurance
Vision Insurance
Short-Term and Long Term Disability
Company Paid Life Insurance
Flexible Spending Accounts (FSA)
Health Savings Accounts (HSA)
Employee Assistance Program
Parental Leave
Tuition Assistance
Networking Opportunities
Leadership Development Opportunities
Paid Parking
Service Awards
Hybrid work arrangements
Business casual environment
A strong organizational culture focused on our greatest asset: you!
Company
GreatAmerica
GreatAmerica is the largest, family-owned national commercial equipment finance company in the United States.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$655.26M2024-02-05Debt Financing· $655.26M
2004-01-01Private Equity
Leadership Team
Martin Golobic
Co-Chief Executive Officer
Matthew Mueller
Executive Vice President & Chief Operating Officer
Recent News
2025-11-14
Equipment Leasing and Finance Association
2025-09-24
Company data provided by crunchbase