Design and implement Incident Management support models and processes
Participate in a Change Advisory Board
Proficiency in Problem Investigation Reviews for Issues impacting critical business services
Experience in providing analytics of Incident Management KPIs and Critical Success Factors (CSF) to formulate continual service improvement plans
Ability to function effectively in a multi-tasking environment
Proficiency in technology tools such as: MS Office365 (Word, Excel, PowerPoint, Visio), SharePoint, etc.
Identify gaps and recommend improvements from Lessons Learned
Motivated self-starter who is creative and able to initiate new ideas
Proactively identified trends and implemented quality process improvement(s)
Professional and tactful negotiator with influencing and conflict resolution skills
Strong Interpersonal skills, team player with positive attitude, collaborative spirit, and diplomatic personality
Strong management, problem solving, and communication skills (technical writing and presentation)
Solid experience working in a Production Incident Management team
Experience in an IT leadership role
Azure DevOps/VSTS/TFS experience or other Application Lifecycle Management tool
Cherwell experience or other Service Management tool
ITIL Foundations certification
ITIL Service Operations certification
Experience/certification in process design (i.e. Six Sigma, Lean, etc.)
Understanding of Mainframe, Web-based, and Cloud-based platforms
Hands-on use of Waterfall and Agile methodologies
Comprehension of Project Intake, Prioritization, and Change Management processes
Proficiency in technology tools such as: MS Office365 (Access, MS Project, PowerBI), etc.
Background in Applications Development
IT experience in Health Care Insurance industry
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
OpenArc is a technology consulting firm providing industry-leading technical talent placement, software development, and technology strategy services to clients nationwide. Through a unique blending of people and software, OpenArc has a business practice that delivers amazing enterprise, mobile and consumer-facing apps and the best talent for contract, contract-to-hire and direct placements for clients and partners alike.
Staffed with the most-trusted recruiting experts, elite software developers, UI/UX designers and market experts, our team provides clients with the best resources, the right techniques and world-class support resulting in powerful measurable success.