Position Details
Ncdit Technical Specialist Senior Apply
Typical Experience: 60-84 months
Must-Haves:
- 4-6 years of experience in Incident Management.
- Proficient understanding of ITIL principles.
- Experience with ServiceNow ticketing system.
- Knowledge of MS Office Suite including Outlook, Visio, PowerPoint, Excel, etc.
- Strong communication skills with the ability to interact effectively across all levels of leadership.
Plusses:
- ITIL certification is highly desirable.
- Previous experience in State Government is an advantage.
- Proven track record of developing and providing service level agreements and resolving IT incidents.
The Incident and Problem Manager is responsible foroverseeing the incident management and resolution process within the IT servicemanagement framework. This role includes overseeing the prioritization andescalation of IT incidents, coordinating major incident responses, andimplementing workarounds. The Incident Manager conducts trend analyses and rootcause analyses to identify areas for improvement.
In addition, the Problem Manager tracks IT incidents,conducts post-mortems after major incidents, and organizes the problemmanagement team to perform root cause analysis. This dual role ensures thattemporary fixes are not sufficient and that underlying issues are addressed toenhance the overall performance of IT services.
Communication is pivotal; liaising with supervisors/serviceowners/customers/others coordinating activities/reviewing workstatus/exchanging information/resolving problems is integral.
Establish and enforce incident response servicelevel agreements in consultation with service owners and customer in thebusiness to establish incident resolution expectations and timeframes.
Analyzeperformance of incident management activities and documented resolutions,identify problems, and devise and deliver solutions to enhance quality ofservice and to prevent future problems.
Regularlyiterate on the incident management process using data gathered about thefrequency and severity of incidents.
- Serve as an escalation point for major incidents, collaborating with support teams for resolution.
- Develop and maintain incident and problem management processes, ensuring adherence by all relevant personnel.
Design and enforce request handling andescalation policies and procedures.
Coordinate the transfer to the problemmanagement process where necessary.
Track and analyze trends in incident reportswhile utilizing analytical methods to assess and enhance incident managementperformance. This includes generating statistical reports to inform proactiveproblem management and identifying underlying issues that lead to problems.
Assess need for any system reconfigurations(minor or significant) based on incident trends and make recommendations.
Oversee the development, implementation, andadministration of incident & problem management training procedures andpolicies.
Oversee and improve the problem managementprocess by seeking out and integrating best practices wherever possible.
Conduct root cause analysis meetings, includingwriting meeting agendas and facilitating the sessions.
Creatively implement a variety of root causeanalysis techniques.
Work closely with ServiceNow platform team to implement policies and procedures finalized.
Required/Desired Skills
| Skill | Required /Desired | Amount | of Experience |
|---|---|---|---|
| 4-6 years of experience in Incident Management. | Required | 4 | Years |
| Proficient understanding of ITIL principles. | Required | 4 | Years |
| Experience with ServiceNow ticketing system. | Required | 4 | Years |
| Knowledge of MS Office Suite including Outlook, Visio, PowerPoint, Excel, etc. | Required | 4 | Years |
| Strong communication skills with the ability to interact effectively across all levels of leadership. | Required | 0 | |
| ITIL certification is highly desirable. | Highly desired | 0 | |
| Previous experience in State Government is an advantage. | Highly desired | 0 | |
| Proven track record of developing and providing service level agreements and resolving IT incidents. | Required | 4 | Years |
Questions
| No. | Question |
|---|---|
| Question1 | Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you agree to this requirement? |
| Question2 | What is your candidate's email address? |
| Question3 | How soon can your candidate start if selected for this opportunity? |
| Question4 | Vendors are encouraged to submit candidates that are available for the duration of the assignment. Do you anticipate your candidate being able to work until the proposed end date listed on this VectorVMS req? |
| Question5 | Vendors must disclose to the agency if the candidate will be subcontracted at the time of submission. Is your candidate an employee of your company or a subcontractor? Please be sure to notify a CAI Account Manager if your candidate's employee status changes. |
| Question6 | Vendors must notify the agency if any portion of the requirements listed in this task order will be outsourced to other countries. Do you anticipate outsourcing any work being done for this assignment to another country? |
| Question7 | Candidates submitted above the hourly Vendor Rate of - may not be considered for this assignment. Do you agree to this requirement? |
| Question8 | Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the Vendor to adhere to any applicable compensation laws including payment for overtime hours. Do you agree to this requirement? |
| Question9 | Have you thoroughly validated, and attest to the accuracy of, the credentials listed throughout your candidate s VectorVMS profile and resume pursuant to Section 5.2.5 of ITS-009440? |
