IT Incident and Reporting Manager

IT Incident and Reporting Manager (BH-398043) Location: Boston, United States • Sector: Education & Training • Salary: $33-37/hr The Division of Information Technology Services (ITS) is seeking an IT Incident and Reporting Manager to identify areas of opportunity, analyze trends in demand and traffic, and improve internal workflows for incidents, requests, and other tasks within the Northeastern community. This role will build reporting, identify trends, and ensure team knowledge and resources for supporting the community. The manager will also act as the first-line Major Incident Coordinator, starting conference bridges, coordinating with service managers, and guiding teams to quick resolution during major incidents. Post-incident reviews will be conducted to drive service improvements. Minimum Qualifications 5+ years of ITSM and reporting experience; higher education experience is a plus. ITIL, ServiceNow, or other ITSM certifications preferred. Understanding of ServiceNow/ITIL concepts with a passion for optimal end‑user service. Experience creating and managing KPIs, SLAs, and related reporting. Ability to generate meaningful reporting from ITSM metrics, technology usage statistics, and incident data. Interest and proficiency in learning new technologies to support the university community. Excellent interpersonal, communication, facilitation, and organizational skills. Flexibility required for 24x7 Major Incident coordination. Detail‑oriented with ability to collaborate across the organization. Willingness to work outside regular hours and on holidays during outages. Core Competencies Service Excellence Anticipates needs, follows through reliably, and consistently delivers a high-quality experience to every stakeholder. Collaborative Partnership Builds trust across teams, navigates diverse perspectives with empathy, and drives alignment through inclusive communication. Analytical Thinking Synthesizes information from multiple sources, identifies patterns, and translates findings into clear, actionable insights. Discretion & Integrity Handles sensitive information with confidentiality and models ethical conduct in all interactions. Adaptability & Initiative Thrives in a fast‑paced environment; proactively identifies problems and pursues solutions independently. Growth Mindset Embraces learning opportunities, seeks feedback, and invests in personal and professional development. Key Duties Investigate and guide compliance of procedures, data, and policies for the Incident/Request/Task platform. Ensure design aligns with business, service owners, and support staff needs. Audit performance against KPIs and report improvements. Identify workflow improvements to drive issue resolution. Investigate process breakdowns and opportunities. Act as a resource for increased understanding of ITSM processes and roles. Evaluation, Consultation and Project Participation & Implementation Participate in planning and execution of community support. Support service transition activities, including documentation, self-service procedures, and analysis of service implementation impacts. Analyze new solutions and recommend further analysis and impact. Train ITS teams on new procedures. Reporting Define reports and provide regular insights to ITS Leadership based on metrics. Identify key metrics to illustrate customer experience and overall support. Highlight opportunities and gaps in knowledge based on reporting and feedback. Major Incident Coordinator Continue to drive the Major Incident process and refine roles and procedures. Act as first‑line MI Coordinator during outages. Estimated Minimum Rate: $33.00 per hour Estimated Maximum Rate: $37.00 per hour Benefits Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week) Health Savings Account (HSA) (for employees working 20+ hours per week) Life & Disability Insurance (for employees working 20+ hours per week) MetLife Voluntary Benefits Employee Assistance Program (EAP) 401K Retirement Savings Plan Direct Deposit & weekly e‑payroll Referral Bonus Programs Certification and training opportunities Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Visit to contact us if you are an individual with a disability and require accommodation in the application process. For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. #J-18808-Ljbffr Yoh,-A-Day-