Incident Management Specialist

Koch Business Solutions, LP; Plano (TX); On-site; USD 70,000 - 110,000; Full time

Job summary

Koch Business Solutions, LP is seeking an Incident Management Specialist (IMS) to resolve difficult IT problems for Koch's enterprise businesses. You will own issues with a customer-centric approach and collaborate across teams to ensure business partner needs are met.

Location options include Wichita, KS; Atlanta, GA; Plano, TX with in-office presence and some flexibility. Visa sponsorship is not available.

Qualifications

• Experience supporting IT incidents for internal and external users.
• Experience identifying IT trends within an enterprise environment.
• Experience preparing and presenting performance metrics to stakeholders.
• Demonstrated knowledge of ITIL framework and practices.
• Experience building coalitions across support teams to resolve escalations.
• Experience with SDLC and Agile frameworks.

Responsibilities

• Understand the customer's business objectives and translate into tailored IT solutions.
• Maintain open lines of communication with global partners; provide regular status updates.
• Serve as primary contact for concerns; coordinate with cross-functional teams to resolve issues.
• Gather customer feedback and advocate improvements with KT Product Teams.
• Record interactions and provide regular service health reports to stakeholders.
• Drive transformation initiatives via the Visual Task Board and backlog refinement; apply economic thinking.

Skills

IT support

Trend analysis

Metrics presentation

ITIL knowledge

Coalition building

SDLC & Agile

Job description

Your Job

As an Incident Management Specialist (IMS), you will be a part of a team that provides a high level of service to resolve difficult and uncommon IT problems at Koch. You will be expected to deliver customer-centric experiences by taking ownership beyond traditional support boundaries and partner across teams to resolve issues and ensure business partner needs are met holistically. As an IMS, no day will be the same. You will be expected to practically apply multiple IT disciplines in support of a diverse range of enterprise businesses across Koch Inc.

Your technical skills will need to be complemented with strong soft skills in problem ownership, active listening, collaboration, persistence, working well with ambiguity, critical thinking, relationship management, and effective communication. You will have a high degree of autonomy and will be expected to use your own judgement regularly.

Our Team

The Koch Swarm team delivers enterprise-wide IT end-user support across all Koch companies globally. We are a knowledge-centered team that values thinking, learning, and contribution as much as execution.

We operate in a complex environment and expect our team members to think beyond the ticket to improve the environment, challenge existing ways of working, and continuously raise the standard for how support is delivered. We avoid tunnel vision, focus on root causes, and take ownership for improving outcomes-not just responding to issues.

Location: This role can be located in Wichita, KS / Atlanta, GA / Plano, TX and requires an in-office presence with flexibility.

This role is not eligible for VISA sponsorship.

What You Will Do

• Gain a deep understanding of the customer's business objectives, pain points, and operational requirements. Communicate and collaborate with internal teams to translate this understanding into tailored solutions.
• Establish and maintain open lines of communication with our global business partners, serving as a trusted advisor. Proactively engage in regular check-ins, status updates, and strategic discussions to build strong, collaborative relationships.
• Act as the primary point of contact for addressing any concerns, issues, or challenges raised by the business. Work with cross-functional teams and stakeholders, within KT and the business, to resolve issues swiftly and effectively, ensuring customer satisfaction and loyalty.
• Gather customer feedback and insights to advocate for improvements and enhancements to our services. Collaborate with KT Product Teams to relay customer needs and contribute to the continuous improvement of our global offerings.
• Maintain accurate records of business partner interactions, feedback, and agreed-upon action plans. Provide regular reports to necessary stakeholders, summarizing service health, satisfaction, and any potential risks.
• Contribute, own, and drive the transformation and application of consumer experience initiatives through the Visual Task Board (VTB). Work with Story Owners to refine stories per the Working Agreement, prioritize during Backlog Review and Grooming, and apply Economic Thinking to quantify business value.
• Ensure process improvements and value creation activities are based on business outcomes while applying economic and critical thinking with a sense of urgency to prioritize the highest value contributions.
• Demonstrate ownership and accountability as a single global team supporting the entire business through partnerships with any KT group necessary to deliver optimized services.

Who You Are (Basic Qualifications)

• Experience supporting both internal and external business consumers with IT related issues.
• Experience identifying and communicating technical support trends within an enterprise environment.li>
• Experience preparing and presenting performance metrics in a stakeholder and/or leadership forum.
• Demonstrated experience working within the concepts of IT Infrastructure Library (ITIL) framework.
• Experience building coalitions with different support teams for escalated issues and facilitating resolution from request to completion.
• Experience with Software Development Lifecycle (SDLC) best practices and Agile frameworks.

What Will Put You Ahead

• Experience working on process improvement or optimization initiatives
• Experience collaborating with global teams
• Experience with Active Directory, SCCM, Office 365, Windows 10 / 11
• Experience in Cloud (AWS EC2/Workspaces), Network support, Application support
• Experience in scripting/programming/automation
• Experience identifying and driving consumer experience improvements
• Experience in business meeting facilitation and/or public speaking

Our Benefits

Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.

Equal Opportunities

Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please click here for additional information. (For Illinois E-Verify information click here, aqui, or tu).