What are the responsibilities and job description for the IT Incident Manager position at Modivcare?
Modivcare is looking for an experienced IT Service Manager who will will coordinate technology related to critical incidents and document a synopsis of events from the onset of the critical incident through restoration of service. You will also ensure root cause analysis occurs after all critical incidents. Additionally, the oversight and driving of root cause resolution implementation for all technology problems will be a primary responsibility of the position. You will report to the Global Technical Support team.
You will...
- Manage all activities necessary to control and track changes in environments.
- Review each request for change (RFC) and ensure adherence to change request standards.
- Evaluate performance metrics against the defined critical success factors and institutes actions to correct shortcomings or further refine the process.
- Review IT Change Schedule for conflicts and facilitate resolution or escalation.
- Report IT Change Management activities to Service Management Office & upper management.
- Ownership and execution of the active critical incident management process.
- Oversight of P1(Sev1) and P2 (Sev2) emergency changes with Major Incident Manager.
- Manage bridge calls with engineers and customers on single customer outage.
- Drive incidents to resolution and ensure accurate customer and executive level communications.
- Ensure the correct resources are working on the resolution of major incidents appropriate to the severity and identify when escalation is required and trigger such escalation accordingly.
- Ensure that incident management processes are followed and that incident post mortems are completed to capture process deviations and areas for improvements.
We are excited to speak with someone who....
- Bachelor's Degree or equivalent experience.
- 5 years experience.
- ITIL v3 Foundation Certification.
- ServiceNow experience working within the ITIL Framework with formal Service Management.
- HDI Problem management certifications.
- ITIL V3 certified.
- Leadership experience
We value our team members and realize the importance of benefits for you and your family. Modivcare offers a comprehensive benefits package including the following:
- 3 Medical Plans with Prescription Drug Benefits
- 2 Dental Plans
- Vision Benefits
- Employer Paid Basic Life Insurance and AD&D
- Voluntary Life Insurance (Employee/Spouse/Child)
- Health Care and Dependent Care Flexible Spending Accounts
- Pre-Tax and Post -Tax Commuter and Parking Benefits
- 401(k) Retirement Savings Plan with Company Match
- Paid Time Off
- Paid Parental Leave
- Short-Term and Long-Term Disability
- Legal Services
- Critical Illness, Accident, Hospital Indemnity and Cancer Insurance
- Tuition Reimbursement
- Relocation Services
- Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)
Modivcare. Because we care...always.
5 brands have joined together for one calling and we recognized an important need-to improve access to care by addressing the social factors that influence patient health outcomes. Our roots as a logistics leader have laid the foundation for our transformation into a tech-enabled healthcare company making better connections to care.
Salary: $60,577- 124,097/annually
Bonus eligible depending upon individual and company performance.
Modivcare requires all employees to be vaccinated for COVID-19. Modivcare is an equal opportunity employer and consistent with federal, state, and local requirements, will consider requests for exemptions from this policy as required under the law.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
Looking for - Process Manager / Incident Manager (IT) - Denver, CO / Nashville, TN (Onsite)
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