IT Analyst IV

ManpowerGroup Global, Inc.; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Fully Remote

6-month contract

Opportunity for extension

Job summary

ManpowerGroup Global, Inc. is seeking a Major Incident Management Coordinator to lead critical IT incidents in a fully remote, enterprise environment.

You will shepherd incident bridge calls, coordinate diverse teams, and drive restoration while maintaining precise incident records for audits and reporting. Ideal candidates have 2+ years in incident management or IT service management, strong communication, and the ability to escalate and own outcomes in high-visibility situations.

Qualifications

• 2+ years in Incident/Major Incident Management or related IT operations.
• Strong communication and meeting facilitation skills.
• Ability to stay organized and focused under pressure.
• Experience coordinating multiple stakeholders and priorities.
• Solid written documentation and reporting abilities.
• Ability to drive action and accountability across teams.

Responsibilities

• Lead and facilitate major incident bridge calls.
• Coordinate activities across technical and business teams.
• Drive incident progress toward service restoration.
• Escalate blockers and delays as needed.
• Maintain incident timelines and documentation.
• Support PIR meetings and post-incident improvements.

Skills

Incident Management

IT Service Management

Stakeholder Coordination

Documentation & Reporting

Strong Communication

Meeting Facilitation

Tools

ServiceNow

Job description

Major Incident Management Coordinator

Overview

We are seeking a Major Incident Management Coordinator to support critical IT incidents and service interruptions within a fast-paced enterprise environment.

This individual will serve as the central point of coordination during major incidents, ensuring clear communication, effective stakeholder engagement, accurate documentation, and timely escalation to help minimize business impact and support service restoration activities.

This is an excellent opportunity for someone with incident management, IT service management, ServiceNow, or IT operations experience who enjoys leading discussions, coordinating teams, and driving outcomes during high-visibility situations.

Key Responsibilities

Major Incident Coordination

• Lead and facilitate major incident bridge calls.
• Coordinate activities across multiple technical and business teams.
• Drive incident progress toward service restoration.
• Escalate issues, blockers, and delays when appropriate.
• Maintain focus and accountability throughout the incident lifecycle.

Communication & Stakeholder Management

• Provide timely communications and status updates to stakeholders.
• Ensure stakeholders remain informed during critical incidents.
• Coordinate ongoing communications until services are restored.

Documentation & Reporting

• Maintain detailed incident timelines and documentation.
• Track action items and follow through to completion.
• Support monthly reporting requirements by updating incident metadata.
• Ensure incident records support audit and compliance needs.

Post-Incident Activities

• Coordinate Post Incident Review (PIR) meetings.
• Capture lessons learned and support continuous improvement efforts.
• Ensure follow-up activities are documented and assigned appropriately.

Required Qualifications

• 2+ years of experience in Incident Management, Major Incident Management, IT Service Management, or a related operational support role.
• Strong communication and meeting facilitation skills.
• Ability to remain organized and effective under pressure.
• Experience coordinating multiple stakeholders and priorities simultaneously.
• Strong written documentation and reporting skills.
• Ability to drive action and accountability across teams.

Preferred Qualifications

• Experience facilitating major incident bridge calls.
• ServiceNow experience.
• General IT infrastructure knowledge.
• Experience supporting enterprise IT environments.
• ITIL or IT Service Management certifications.
• Experience tracking operational metrics and reporting.

Ideal Candidate

The ideal candidate will:

• Be comfortable leading incident bridge calls with multiple technical teams.
• Communicate clearly and confidently during high-pressure situations.
• Know when and how to elevate issues.
• Keep teams focused on service restoration.
• Demonstrate strong ownership and follow-through.
• Have enough IT knowledge to understand incident discussions and coordinate the proper resources.

Work Environment

• Fully Remote
• Day Shift Coverage
• Extended Hours Support Preferred
• Opportunity to support a critical enterprise operational function with high visibility across the organization

Contract Term

• Initial 6-month contract engagement
• Possibility for extension based on business needs and project priorities

About ManpowerGroup, Parent Company of:Manpower, Experis and Talent Solutions

Experis® is a global leader in technology services and part of the ManpowerGroup® (NYSE: MAN) family of brands. We connect skilled technology professionals with meaningful opportunities where they can grow their careers, expand their expertise and make a real impact. Guided by the belief that it takes Human Ingenuity to unlock the true potential of technology, Experis helps people gain experience with leading organizations, build sought-after skills and take the next step toward a brighter future. Backed by ManpowerGroup's 75+ years of workforce expertise and global reach across more than 70 countries and territories, Experis brings the scale, insight and opportunity to help people and businesses thrive. ManpowerGroup is consistently recognized for its commitment to inclusion, ethics and responsible business, including being named one of the World's Most Ethical Companies. Learn more at Experis.com.