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Incident Resolution & Prevention Champion

Pittsburgh, PA 15275

Employment Type: Direct Hire Industry: Information Technology / Systems Job Number: 816 Pay Rate: 150,000


Incident Resolution & Prevention Champion

The Incident Resolution & Prevention Champion is accountable for establishing & implementing a strategy to resolve and reduce the overall number of IT Incidents. The Champion will report into the IT Business Services Lead and oversee a team of Incident Management & Knowledge Management analysts.

What will you do? 
  • Create and implement a strategy to ultimately reduce the number of IT Incidents
  • Develop and manage the roadmap for the evolution of the Incident Management and Knowledge Management processes that support the prevention of future IT incidents
  • Elicits business, functional and technical requirements from stakeholder and transforms those requirements into system specifications for implementation into Thermo Fisher IT Service Management (ITSM) tools (ServiceNow, HP PPM, etc)
  • Define and implement best practices and standards to improve process execution efficiency
  • Collaborate with other Process Champions, Managers & Analysts to develop a cohesive ITSM strategy
  • Acts as liaison to IT groups to promote the value and benefits of ITIL processes as well as explain ITSM tool functionality
  • Perform testing for specific features where configuration is required
  • Facilitate User Acceptance testing and user training
  • Document technical, functional, process, user manual and training documentation
  • Coordinate and manage the day-to-day process activities, workflows and work instructions
  • Enacts system audit practices and conduct audits to ensure data integrity
  • Leads process integration efforts with other ITSM processes
  • Ensure that processes and sub-processes are compliant with SOX, HIPAA, PCI and any other legal or regulatory controls
  • Supports design, development, and implementation of automated processes for gathering, populating, and maintaining process data
  • Develops KPI’ s to measure the effectiveness of processes and utilizes those KPI’ s to help continuously improve overall IT Service quality
  • Ensures all reporting and data is delivered in a timely manner
  • Maintain and improves process effectiveness (quality), process efficiency (cost), process performance (throughput) and process vulnerability (security)
  • Initiate follow-up actions to correct any problems or inefficiencies arising during execution of the Process
  • Work with external partners and third party suppliers whenever necessary to support the Process

How will you get here?


Bachelor’ s Degree in Computer Science, Business Management, Project Management or Management Information Systems or equivalent work experience 

  • Minimum of 5 years of experience with ITIL oriented (operational or service management) processes, tools and governance models for service desk, service catalog, configuration management, problem management, incident management, demand management, service level agreement management and capacity management.
  • Demonstrated experience with industry leading, ITIL based processes that support effective Service Management, management of public, private and hybrid cloud and the “ as a service” ecosystem
  • 3 years of experience working in a similarly complex technical organization
  • ITIL Foundations V3 certification desired
  • ServiceNow and/or Certified Business Process Analyst (CBAP) certification preferred

Knowledge, Skills, Abilities
  • Excellent documentation skills including process flow documentation required
  • Able to independently lead a team and hold them accountable for execution
  • Must have the ability to question the status quo
  • Ability to translate details into specific tasks needed to accomplish a task or solve a problem
  • Ability to problem solve and work well in complex, ambiguous situations
  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
  • Proven ability to navigate the technology environment and work effectively with multiple groups
  • Strong negotiation/persuasion and analytical skills


Ryan McKigney

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