IT Incident and Reporting Manager

IT Incident and Reporting Manager – must be local to Boston. Applicants must be able to work directly on a W2 without sponsorship. NO C2C! Client: Northeastern University Location: Hybrid – 3 days onsite in Boston Duration: 7‑month contract (potential to extend) Pay Rate: $33–$37/hr (contingent on experience) The Division of Information Technology Services (ITS) is currently seeking a talented individual to fill the role of Incident and Reporting Manager. This position will be integral to identifying opportunities, analyzing trends, and improving internal workflows to deliver the best experience across the lifecycle of Incidents and Requests for the Northeastern community. The manager will help build reporting, identify trends, and stay current on changes and maintenance. The role will ensure teams within ITS have proper knowledge, training, and resources. The manager will also serve as the first‑line Major Incident Coordinator, starting conference bridges, collaborating with service managers and communications teams, guiding the team to resolution, and conducting post‑incident reviews. Minimum Qualifications 5+ years of ITSM and Reporting experience; higher education experience is a plus. ITIL, ServiceNow, or other ITSM related certifications preferred. Understanding of ServiceNow/ITIL concepts with a passion for providing an end‑user optimal service experience; logical and structured approach to improving services. Proven experience with creation and/or management of KPIs, SLAs, and related reporting. Ability to create and update meaningful reporting using ITSM metrics, technology usage statistics, call center software, and data from incidents and requests. Interest and proficiency with learning new technologies to support the university community. Excellent interpersonal, communication, facilitation, and organizational skills; flexible to serve as Major Incident Coordinator for incidents that occur 24x7. Detail‑oriented, collaborative, with skill in optimizing processes using metrics and reporting. Willingness to work outside regular hours and university holidays when outages arise. 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 the highest level of confidentiality and models ethical conduct in all interactions. Adaptability & Initiative – Thrives in a fast‑paced, evolving environment; proactively identifies problems and pursues solutions without waiting to be directed. Growth Mindset – Embraces learning opportunities, seeks feedback, and actively invests in personal and professional development. Key Responsibilities Investigate and guide compliance of procedures, data, and policies for the Incident/Request/Task platform within ITS. Ensure that design aligns with the needs of business, service owners, and support staff. Audit performance against KPIs to tell a story around ways to enhance the overall experience. Identify workflow improvements driving issue resolution. Investigate and identify process breakdowns/opportunities. Act as a resource to increase understanding of ITSM‑defined processes and roles. Participate in planning and execution of support for the community. Support service transition activities, including writing documentation, defining self‑service, service desk and escalation procedures, and proactive analysis of service implementation impact. Analyze new solutions and provide recommendations for further analysis and impact; train ITS teams regarding new procedures. Define reports and regular insights for the team and ITS Leadership based on defined metrics. Identify key metrics to tell a story about the customer experience. Highlight areas of opportunity/gaps in knowledge based on reporting and feedback. Continue to drive the Major Incident (MI) process and better define roles and processes. Act as first‑line MI Coordinator as outages arise. Conduct post‑incident reviews to inform improvements to technology and processes. 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 Equal Opportunity Employer 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 Services LLC