ITIL/ITSM Coordinator

Role: ITIL/ITSM CoordinatorDuration: 06 monthsLocations: Dallas, TX or Chicago, IL - onsiteJob Description Summary This role will work closely and collaboratively with Development, Technical and Business teams to drive effective incident management processes. The primary responsibility will be leading the identification, response, and resolution of incidents that impact applications and systems, minimizing business disruption and restoring normal service as quickly as possible. This incident management role will work to drive faster response, clear communication, and continuous improvement across the incident lifecycle.Responsibilities • Lead the end-to-end incident management process, from detection and triage through resolution and closure• Serve as incident commander for major and critical incidents, coordinating cross-functional response teams• Drive the design, development, delivery and management of incident communications• Conduct impact and severity assessments to prioritize response efforts and identify key stakeholders• Facilitate post-incident reviews and root cause analyses, documenting lessons learned• Track and report incident metrics, trends and issues• Drive incident management at the organizational level• Serve as an advocate for incident management, communicating processes and procedures throughout the company and assisting teams with response and resolution• Coordinate with Problem, Change and Service Management teams to prevent recurrence• Continually work towards making improvements in the incident management process• Stay current on trends and regulations to ensure effectiveness and compliance• Other job-related duties as assignedSupervisory Responsibilities • NoneQualifications & Experience • [Required] Experience and knowledge of incident management principles, methodologies and tools (e.g. ITIL)• [Required] Strong analytical, problem solving and troubleshooting skills with the ability to exercise mature judgment under pressure• [Required] Ability to work with a team, ensuring team efficiency, particularly during high-severity incidentsTechnical Skills & Background • [Required] Broad knowledge of ServiceNow Business SensitiveCertifications • [Required] IIL FoundationsEducation & Training • [Required] Bachelor of Science in Computer Science or a related discipline or an equivalent combination of education and work experience• [Required] 5+ years of experience in incident management