Major Incident Management (MIM) Support Specialist
New
This position can be performed remotely within the United States, Central TimeFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- SharePointTroubleshootingServiceNow
Requirements
- Bachelor's degree in computer science, electronics engineering, or a related technical discipline (8 years of relevant experience may be substituted for the degree).
- 5+ years of experience focused on ServiceNow or similar Major Incident Management/IT Service Management.
- Expertise in troubleshooting and resolving complex technical issues.
- Excellent communication and interpersonal skills for interacting with technical and non-technical stakeholders.
- Strong analytical and problem-solving skills to resolve issues proactively.
- Ability to work independently and as part of a team.
- Willingness to work the specified shift (Thurs-Mon, 7:30 AM - 4:00 PM).
- Must be a US Citizen or Green card holder.
- Ability to obtain and maintain a Public Trust Clearance.
- Willingness to meet facility-specific vaccination and testing requirements for the Department of Veterans Affairs.
- ITIL Foundation certification is preferred.
Responsibilities
- Provide technical expertise in the support of the Department of Veterans Affairs (VA) End User support and Operations Monitoring contract.
- Support 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 EAAS.
- Communicate and collaborate with VA staff and stakeholders during incident resolution processes.
- Work with project managers on deliverables including reports on incident management performance, resolution efficiency, and bridge call documentation.
- Refine and optimize incident management processes based on performance metrics and feedback.
- Provide mentorship and guidance to junior systems administrators.
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