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