Major Incident Management Support Specialist
New
This position can be performed remotely within the United States and will support Eastern Time working hours., Eastern Time (support requirement); Shift: 2PM - 10:30PM CST or Tues - Sat 7:30AM - 4PMFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- SharePointProblem SolvingTechnical supportServiceNow
Requirements
- Bachelor's degree in computer science, electronics engineering, or a related technical discipline (or 8 years of relevant work experience).
- 5+ years of experience with ServiceNow or similar Major Incident Management or IT Service Management platforms.
- Expertise in troubleshooting and resolving complex technical issues.
- Ability to work independently and as part of a two-man team.
- Strong analytical and problem-solving skills for proactive issue resolution.
- Excellent communication and interpersonal skills for interaction with technical and non-technical stakeholders.
- Willingness to work assigned shifts, including potential holiday coverage.
- Ability to obtain and maintain a Public Trust Suitability clearance.
- Willingness to comply with facility-specific health requirements including vaccinations and testing.
- ITIL Foundation certification or equivalent is preferred.
Responsibilities
- Support the recovery of VA's IT services to minimize disruptions for high and critical priority incidents.
- Facilitate bridge calls and lead incident resolution activities during major incidents.
- Perform day-to-day incident management duties using tools like ServiceNow, SharePoint, and the VA Emergency Alerting and Accountability System (EAAS).
- Communicate and collaborate with VA staff and stakeholders to provide necessary information during resolution processes.
- Provide mentorship and guidance to junior systems administrators and team members.
- Prepare project deliverables including incident management performance reports, bridge call leadership documentation, and incident coordination reports.
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