Associate Systems Incident Management Specialist

Description

Summary/Objective:

This role is responsible for overseeing the incident management process and ensuring that IT services are restored to normal operation as quickly as possible. This role involves managing the lifecycle of incidents, from initiation to resolution, and ensuring that all protocols are diligently followed.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Oversee the incident and problem management processes and team members involved in resolving incidents and problems.
• Respond to reported service incidents, identify the cause, and initiate the incident management process.
• Prioritize incidents according to their urgency and impact on the business.
• Produce documents outlining incident protocols, such as handling cybersecurity threats or correcting server failures.
• Collaborate with the incident management team to ensure all protocols are followed.
• Log all incidents and their resolutions to identify recurring malfunctions.
• Adjust the incident management process as required to ensure its effectiveness.
• Communicate with upper management if major issues are found in the IT system.
• Manage incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
• Implement, oversee, evolve, and expand, problem and incident management processes and procedures
• Incident Reporting
• Perform other job-related duties as assigned by Management

Education and Experience Requirements:

• Bachelor's degree in information technology, engineering, or a related field or equivalent experience.
• At least three years of experience working in IT service management or a similar role.
• Strong knowledge of IT service management software, including ITIL and COBIT.
• Experience working with IT systems and software such as Jira, PagerDuty, Grafana, Microsoft Office.
• Solid knowledge of programming languages, such as SQL, Java, C++, and Scala is desirable
• Demonstrated ability to lead teams.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Strong problem-solving, analytical, and time-management skills
• This position requires participation in an on-call rotation, approximately once per month.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is a largely sedentary role. While performing the duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle, feel or operate objects, tools or controls and to reach with hands and arms.

Service Excellence: The First Tech Way:
All employees are expected to provide service excellence the "First Tech Way" through teamwork and by providing quality service to internal and external members, incorporating the Guiding Principles of First Tech's culture:

• People come first
• Do the right thing
• Make a difference

Bank Secrecy Act (BSA):

All Credit Union employees are required to complete all BSA related training annually and maintain knowledge of current BSA policies, specifically those related to functions performed within the department and identify and report possible suspicious activity.