I/T Operations Specialist Jr. (Incident Mgmt)

SAN ANTONIO (SAT)

Brief Summary

We are seeking a IT Operations Specialist (Incident Management) for a client in San Antonio, Texas For immediate consideration, email resume to: RECRUITING@MILLGROUPUSA.COM Job Overview: Addressing concerns in regards to the handling of an employee incident Action incidents with excessive movement between Assignment Groups Notify teams of imminent incident breaches (work stoppages) Review and engage applicable Assignment Groups on aged incidents Review and engage applicable Assignment Groups on reopened incidents Review incidents and engage applicable Assignment Groups for frequent callers Review and engage applicable Assignment Groups on survey feedback Submit Coaching Feedback for mishandled incidents Review, improvement, creation, and sustainment of the processes for the above activities Job Requirements: ITIL Framework, 2 to 5 years' experience with Incident Management and Knowledge Management, including process/procedure creation, sustainment, and improvement. IT Support experience (Level 1, 2 or 3), 1 or more years' experience creating, working, and closing incidents. Preferred - IT Support leadership experience, 1 or more years' experience as a Lead or Senior (Level 1, 2, or 3). Preferred - IT Support Quality Assurance experience, 1 or more years' experience as a QA technician reviewing completed incidents/tickets for process adherence and accuracy. Experience with the following tools: ServiceNow Microsoft Office Suite Any Knowledge Management tool