Incident/Problem Coordinator, Associate

CHS Career Site; United States; On-site; USD 70,000 - 90,000; Full time

Job summary

CHS Career Site is seeking an Incident and Problem Coordinator to lead major incidents (Priority 1-Critical) and restore IT services for users as quickly as possible. You will guide crisis bridge discussions, triage complex software and hardware issues, coordinate with Service Desk, application owners, and technical teams, and keep stakeholders informed throughout the incident lifecycle.

In addition to incident handling, you will drive post‑incident resolution, open and close problem tickets,

Qualifications

• Minimum two years in an Incident/Problem management role/environment
• Ability to triage and understand highly technical software and hardware problems
• Excellent communication skills, verbal and written
• Strong analytical and reporting abilities
• Familiarity with ITIL concepts preferred

Responsibilities

• Major Incident Management & Crisis communication and coordination
• Incident lifecycle tracking and documentation of outages
• Stakeholder communications with Service Desk, owners, and crisis coordinators
• Post-incident resolution and problem lifecycle management
• Root cause analysis and documenting prevention/mitigation steps
• Reporting, metrics, and participation in After-Action Reports

Skills

Incident management

Problem management

Communication

Organization

Root cause analysis

Job description

Job Summary

The Incident and Problem Coordinator provides role clarity, communication, and facilitation during a Major Incident where the Priority is 1-Critical, and the impact involves a Critical Business Application or Core Infrastructure Service (Crisis). The overall goal of the Incident/Problem Coordinator is to effectively manage the lifecycle of major incidents and to restore IT services for users or customers as quickly as possible when an interruption takes place. They will then effectively manage the lifecycle of the problem ticket associated to that incident and assist with gathering root cause analysis and determining prevention and mitigation steps.

Essential Functions

• Major Incident Management & Communication
  • Bridge Facilitation: Respond promptly to Service Desk escalations, establish and facilitate Crisis Bridge lines, and engaging technical resources during major incidents.
  • Incident Lifecycle & Status Tracking: Update ticket statuses, manage Major Incident records, creating outage records, document accurate troubleshooting timelines, and filter distractions to keep technical teams focused.
  • Stakeholder Communications: Collaborate with Application/Service Owners or Crisis Coordinators to craft and distribute timely and affected communities throughout the incident lifecycle.
• Problem Management & Continuous Improvement
  • Post-Incident Resolution & Problem Lifecycle: Formally resolve Major Incident records, open associated problem tickets, and drive problem ticket resolution to prevent recurring issues.
  • Root Cause & Mitigation Analysis: Assist teams in identifying root causes, gathering prevention/mitigation steps, and documenting post-restoration details.
  • Reporting & Metrics: Maintain accurate metric data and assist in developing After-Action Report (AAR) presentations
    

Qualifications

• Minimum two years working in an Incident/Problem management role/environment
• Ability to triage and understand highly technical software and hardware problems
• Very well organized and ability to prioritize and coordinate multiple issues concurrently
• Excellent ability to communicate (verbally and written) as this position will communicate directly with end users
• Strong Analytical and Reporting Skills
  
  

Knowledge, Skills and Abilities

• Preferred Certification: ITIL
  • Incident Management
  • Problem Management