Job Description

Key Responsibilities:

Incident Management

• Uses common terminology and standards for incident classification and priority levels across customers.
• When incidents are required to be transferred between resolution teams (internal/external), ensures that the process is optimized to avoid unnecessary delays in overall incident resolution.
• Tracks and reports progress for all Major Incidents.
• Ensure proper team members are engaged and active on all major incidents.
• Monitors metrics for process effectiveness and efficiency, ensuring smooth integration between all key stakeholder groups at a process, people and tool level.
• Fosters productive partnerships with internal service delivery/resolution teams to ensure that the incident management process is adhered to and meets Voxai’s explicit and implicit expectations.
• Reports and presents results and findings, as well as actionable recommendations to senior leadership.
• Reports SLA adherence and provides material and metrics to the Customer Success Management team for customer satisfaction.
• Develops a broad understanding of various technologies utilized and deployed in Customers environment inclusive of infrastructure and Genesys applications.
• Manage problems and problem resolution to SLA standards.

Change Management

• Articulate proposed change (current state/future state, scope, nature and vision)
• Facilitate and analyze initial assessments (Project Sponsorship/Governance, Project Stakeholders, Change Impact, Change Risks) for strategy and planning.
• Facilitate Change Metrics definition, targets, collection and analysis.
• Manage and monitor change adoption (assess, review, remediate cycle)
• Assess the change impact with proper teams and architects and ensure proper change risk and categorization is attached.
• Ensure completeness change management assessments.
• Identify, analyze, prepare risk mitigation tactics.
• Identify and manage anticipated resistance.
• Consult and coach project teams on change practices and improvements.
• Support communication efforts on change status and execution completion.
• Support and engage senior leaders for change approvals and communication.
• Support organizational design and definition of roles and responsibilities.
• Coordinate efforts with other specialists
• Integrate change management activities into project plans as required for delivery
• Evaluate and ensure user readiness for change execution.
• Measure success metrics and monitor change progress
• Support change management at the project/initiative level
• Coordinate and participate in customer DR exercise planning and execution.

Leadership/Interpersonal Skills:

• Writes clearly and succinctly in a variety of communication settings and styles while tailoring the messaging based on audience
• Does not equate busy with effective and places a higher value on initiatives with potential for a greater impact and return
• Adjusts and modifies approach based on circumstances
• Builds trust upstream (e.g., IT governance) and downstream (e.g., service providers)
• Instills a sense of urgency in driving to completion; escalates issues as needed with Customers, vendors, internal IT teams and senior leadership
• Builds effective relationships with partners and vendors to understand and commit to Voxai’s organizational goals; fosters goodwill and collaboration amongst teams and leads by example

Qualifications:

• High school diploma/GED with 4 years of experience, or Associate's degree with 2 years of experience, or Bachelor's degree required.
• BS in Computer science, engineering or related field or an equivalent combination of education and/or experience

Preferred Experience:

• Prior experience or knowledge in governing an incident management process in a multi-vendor environment.
• 1 years of experience with IT service delivery management in a multi-vendor, large complex environment is preferred
• Demonstrated ability to translate ITIL principles into practice.
• ITIL certification higher than foundation level (e.g., intermediate, expert, master) is preferred or gained within 6 months of employment.
• Technology Service provider industry experience is preferred
• Prior ITSM and/or Call Center experience

Benefits

• 401(k) with company match
• Medical, dental, and vision insurance
• Health Savings Account (HSA)
• Paid time off
• Employee referral program

Job Tags

Similar Jobs