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• Develop, compile, and deliver Incident, Problem, and Outage Management reports (RCA, Post Implementation Reviews).

• Ensure the quality of Known Error records and the Knowledge Database.

• Conduct root cause analysis reviews, Known Error workaround reviews, and Post Implementation Reviews (post-mortem) of critical events.

• Coordinate and communicate the corrective and/or preventive actions proposed to eliminate the Incident.

• Identify Incidents requiring a Problem, create Problems, coordinate Problem investigation and resolution activities as needed, and ensure problems progress through the Problem Management process in a timely and prioritized manner.

• Work closely with ServiceNow developers to implement solutions that make the utilization of the Incident and Problem processes functional and user-friendly.

• This position responds to critical outage notifications for publication and support after hours.

• This position requires occasional after-hours/weekend support for Major Incident Management and shared coverage for the Change/Release Manager.

Requirements & Abilities:

• Bachelor's degree from an accredited college or proven history of comparable work experience. A degree in Computer Science, Information Systems or another related field is preferred.

• Minimum two years of Incident Management and/or Problem Management.

• Experience with Root Cause Analysis and trending techniques; demonstrated ability to gather and analyze information to determine the true or potential root cause.

• Ability to coordinate resources across different teams to drive corrective and/or preventive action resolution.

• Strong overall understanding of application development and IT infrastructure, including network infrastructure.

• Ability to think effectively at conceptual, strategic, and tactical levels, with a strong process mindset focused on ITIL / ITSM.

• Comfortable with public speaking, presenting project status to senior management, and participating in cross-functional committees and working teams. Ability to interact with all levels of the organization in a professional, diplomatic, and tactful manner.

• The position requires self-motivation and the ability to work effectively under minimum supervision, as well as within a team structure.

• Develop, implement, and improve training and education on Incident, Problem, and Outage Management topics.

• Experience with delivering and operating ServiceNow.

Preferred qualifications:

• ITIL V3 Foundation certification.

• Certified ServiceNow Administrator

• Familiarity with Agile, an iterative and incremental framework for developing and managing work.

• Experience working in a fast-paced environment such as a Service Desk or Network Operations Control Center.

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Combined Health Insurance (Dental and Vision), Employee Assistance Program, Wellness program

• Financial Benefits: Competitive pay, Profit Sharing, Life and Disability Insurance, Tuition Reimbursement

• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Bereavement

• Additional Perks: Employee Assistance Program, Employee Discount Program and more!

WWT will consider for employment, without regard to disability, a disabled applicant who satisfies the requisite skill, experience, education, and other job-related requirements of the job and is capable of performing the essential requirements of the job with or without reasonable accommodation. World Wide Technology is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or other characteristics protected by law. We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please call 1-800-432-7008 and ask for Human Resources.

WWT will consider for employment, without regard to disability, a disabled applicant who satisfies the requisite skill, experience, education, and other job-related requirements of the job and is capable of performing the essential requirements of the job with or without reasonable accommodation. World Wide Technology is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or other characteristics protected by law. We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please call 1-800-432-7008 and ask for Human Resources.