Healthcare ITIL Incident Problem Manager Consultant

posted on November 21, 2018

Job Description

Location: Durham, NC

Duration: 12+ Months

Job Description:

  • ITIL Incident Problem Coordinator
  • Ensures that IT services are delivered effectively and efficiently.
  • Incident Management are services under the ITIL Service Operation process.
  • Ensure ITIL Service Operation services are managed, operated and supported in accordance with the ITIL service model
  • Manage the technical communication bridge incidents and/or support existing staff on Major Incidents and Business Critical issues.
  • Monitor and facilitate communications with the business on the Business Communications Bridge as required
  • Craft, coordinate and publish communication during escalated incidents.
  • Support existing staff with communication during Major Incidents and Business Critical issues.
  • Ensure timely creation and updates to the ISBA problem database
  • Maintain and uphold Incident Management policies and procedures in accordance with ITIL processes
  • Maintain open communication and good working relationships with departments that participate in Incident Management and help define ways to increase internal and external client satisfaction
  • Attend Service Provider daily standup meetings
  • Review incident records for accuracy of information
  • Ensure appropriate priority is assigned to incident records
  • Ensure Request for Change forms and change records are created for incidents requiring emergency changes to recover and restore normal service operations
  • Attend and participate in Post Incident Reviews

Hiring Requirements:

  • Bachelor’s degree in technical discipline, 3 years of IT experience In lieu of degree, 5 years IT experience
  • Proven negotiation skills
  • Demonstrated ability to assess customer/client needs, creatively approach solutions, decide appropriate courses of action
  • Knowledge of business environment, service requirements and culture

Hiring Preferences:

  • Must be able to work in fast paced environment.
  • Adaptability to demanding circumstances that require timely and accurate responses
  • Strong analytical, multitasking and prioritization skills
  • Strong collaboration and partnering skills
  • Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders
  • Process skills; ability to work with Service Provider to ensure effective operations and agreed upon service levels
  • ITIL Foundations Certification