Highlights of Responsibilities:

• Manages the full lifecycle of IT incidents in accordance with ITIL Incident Management processes, ensuring timely identification, logging, categorization, prioritization, and resolution.
• Monitors ServiceNow incident queues across all J6 support areas, identifying aging tickets, SLA breaches, and escalation needs.
• Coordinates escalation of complex incidents to Tier II, Tier III, and specialized support teams, maintaining ownership through resolution.
• Communicates incident status updates to affected users, team leads, and J6 management throughout the incident lifecycle.
• Conducts post-incident reviews for major incidents to identify root causes and drive preventive actions.
• Tracks and reports on incident metrics including volume, resolution times, reopens, and SLA compliance.
• Develops and maintains incident management procedures, work instructions, and escalation runbooks.
• Supports the Problem Manager in identifying recurring incidents and contributing to problem investigations.
• Ensures all incident records in ServiceNow are accurate, complete, and closed with appropriate resolution documentation.
• Collaborates with the Knowledge Manager to capture incident resolutions in the KM repository for future reference.

Requirements:

• Shall possess at the time of award a Secret security clearance

• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Ability to conduct research into PC and software issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.

Education and Experience: 

• Required Education: Bachelor’s degree or equivalent experience in lieu of education, including consideration of vendor certification in the technology being applied.
• Required Experience: 3 or more years of professional experience supporting a similar role.
• Experience supporting a DoD or J6 customer is a plus.
• Certification:
  • ITIL v4 Foundations, CompTIA Security+, HDI Support Center Analyst
• Preferred:
  • ITIL v4 Managing Professional, HDI Problem Management Professional