Incident and Reporting Manager ITSM

Job Description

Job Description

The ideal candidate will have 5+ years of ITSM and Reporting experience, higher education experience is a plus.

o  ITIL, ServiceNow, or other ITSM related certifications are preferred

o  An understanding of ServiceNow/ITIL concepts with a passion for providing an end user an optimal service experience is required. The position also requires a logical and structured approach to improving and optimizing our services and the processes that support them.

o  Proven experience with the creation and/or management of KPIs, SLAs and related reporting.

o  Must be able to create and update meaningful reporting leveraging ITSM metrics, technology usage statistics, call center software, and data from incidents and requests.

o  Interest in and proficiency with learning new technologies that are needed to support the university community. 

o  Excellent interpersonal, communication, facilitation and organizational skills are required. Flexibility is required as this role will serve as Major Incident Coordinator for Major Incidents that occur 24x7.

o  The ideal candidate should possess skills in operating and optimizing processes using metrics and reporting. You will need to be detail-oriented and able to collaborate with different members of the community.

o  To ensure that essential services are provided to the university community, the incumbent may be required to work outside his/her regular working hours and university holidays – especially as 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.

2.   Key Responsibilities & Accountabilities

Analyze processes and standard operating procedures against KPIs

Among the key duties of this position are the following:

• Investigate and help guide compliance of procedures, data, and policies for the Incident/Request/Task platform within ITS. 
• Ensure that the design aligns with needs of the business, services 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 for the organization to increase better understanding of ITSM defined processes and roles.

Evaluation, Consultation and Project Participation and Implementation

• Participate in planning and execution of support for the community. 
• Support service transition activities. This includes writing documentation; defining self-service, service desk and escalation procedures; proactive analysis of service implementation impact on both the user community and support staff to identify improvement opportunities.
• Analyze new solutions and provide recommendations for further analysis and impact. Train ITS teams regarding new procedures

Founded in 2015 and backed by two decades of hands-on experience, our strong insight on the enterprise ecosystem and its dynamics helps to offer a complete end-to-end solution. We automate recruitment processes with intelligent solutions to save time and money. Synkriom leads the industry with experience authentication of candidates.

Company Description

Founded in 2015 and backed by two decades of hands-on experience, our strong insight on the enterprise ecosystem and its dynamics helps to offer a complete end-to-end solution. We automate recruitment processes with intelligent solutions to save time and money. Synkriom leads the industry with experience authentication of candidates.