Major Incident Management Support Specialist (Day Shift)

IT Concepts, Inc; Austin (TX); On-site; USD 60,000 - 100,000; Full time

Benefits offered by this job

Paid Time Off

Healthcare Benefits

401k with Employer Match

Education Reimbursement

Discount Perks

Professional Development Opportunities

Job summary

Join a forward-thinking company as a Major Incident Management Support Specialist, where you'll play a crucial role in ensuring the reliability of IT services for the Department of Veterans Affairs. This position offers a dynamic environment where your skills in incident management, troubleshooting, and communication will be vital to minimizing disruptions and improving service efficiency. You'll collaborate with a dedicated team to enhance processes and provide mentorship to junior staff. With a commitment to continuous learning and professional growth, this role is perfect for those looking to make a significant impact in a vital sector. Embrace the opportunity to support our veterans while advancing your career in a supportive culture.

Qualifications

• 5+ years experience in Major Incident Management with ServiceNow.
• Bachelor's degree in a technical discipline or equivalent experience.

Responsibilities

• Provide technical expertise in Major Incident Management for VA IT services.
• Enhance incident resolution efficiency and support mission-critical operations.

Skills

Incident Management

ServiceNow

Troubleshooting

Communication Skills

Analytical Skills

Problem-Solving

Education

Bachelor's degree in Computer Science or related field

8 years of relevant experience (substituting education)

Tools

ServiceNow

SharePoint

SQL Databases

Job description

Founded in 2003, IT Concepts' core values - customer-centricity, teamwork, drive to deliver, innovation, and integrity - ensure we work together to be the best, realize objectives, and positively impact our communities. We intentionally created and sustain our ITC culture that embraces change, experimentation, continuous learning, and improvement. We bring our design thinking problem-solving approach that challenges assumptions, prioritizes curiosity, and invites complexity to deliver innovative, efficient, and practical solutions. As we continue to grow in the support of our government customers, we are looking for driven and innovative individuals to join our team.

IT Concepts is looking for a Major Incident Management (MIM) Support Specialist within the VA End Point Support and Operations Monitoring contract. The candidates should have thorough knowledge to create plans to assure effective management, operations, and maintenance of systems and/or networks. Manage teams of system admins and able to prioritize work and identify high risk critical problems and dedicate appropriate resources. Has extensive knowledge of a wide variety of systems and networks to include high volume/high availability systems.

Responsibilities:

• Provide technical expertise in the design, implementation, and ongoing support of the Department of Veterans Affairs (VA) End User support and Operations Monitoring contract within Major Incident Management (MIM).
• Ensure the VA's IT services are reliable, and disruptions are minimized including handling high and critical priority incidents, providing shift-driven 24/7 coverage, and improving incident response and resolution processes.
• Enhance MIM Support by:
• Reducing the frequency and impact of IT service interruptions.
• Improving the efficiency of incident resolution.
• Ensuring continuous support for mission-critical operations.
• Providing detailed analysis and reporting to drive process improvements.
• Track improvements through agreed metrics including Mean Time to Recovery (MTTR), Incident Resolution Efficiency, Quality Assurance Outcomes, Trends in High Priority Incidents (HPI)/ Critical Priority Incidents (CPI) Incidents and in-line with the Service Level Agreements (SLAs) and response times for High Priority (HPI) and Critical Priority (CPI) incidents.
• During major incidents, participate in bridge calls and incident resolution activities with the team.
• Perform day-to-day incident management duties using VA tools like ServiceNow, SharePoint, SQL databases, and the VA Emergency Alerting and Accountability System (EAAS).
• Communicate and collaborate in a timely manner with VA staff, and other stakeholders to provide necessary information and support during incident management and resolution processes.
• Communicate and coordinate with the Change Management schedule to ensure that incident response activities do not conflict with ongoing changes.
• Work with Project manager and team members for project deliverables including but not limited to Incident Management Performance Report, MIM Analysis and Reporting Summary, Bridge Call Leadership Documentation, Contracted Personnel Recall and Resource Management Report, Incident Resolution Facilitation Report, Communication and Documentation Records, Incident Response Atmosphere Report, Ticket Management Records, Incident Coordination Report, SNOW Portal Announcements, Change Management Coordination Report, Transcriptions and Bridge Notes, and Seamless Transition and Incident Title Update Report.
• Observe and provide feedback to continually refine and optimize the incident management process.
• Provide mentorship and guidance to junior systems administrators and team members.

Location:

Onsite VA Austin Information Technology Center: 1615 Woodward St, Austin, Tx 78741

Work Hours:

Tuesday - Saturday, 7:30 AM - 4:00 PM

Health Requirements:

This IT Concepts position provides on-site support for the Veterans Health Administration (VHA). The VHA has facility-specific vaccination and testing requirements. If chosen for this role, candidates may be required to show proof that the below vaccinations and testing are current. The VHA will provide guidance on specific documents needed and how to request reasonable accommodations.

• Vaccine requirements may include COVID-19, Influenza, Measles Mumps & Rubella (MMR), Hepatitis B, and/or Varicella.
• Testing requirements may include Tuberculosis.

Requirements:

• Bachelor's degree in computer science, electronics engineering or other engineering or technical discipline is required (8 years of additional relevant experience may be substituted for education).
• 5+ years of experience with a focus on ServiceNow or similar Major Incident Management or similar IT Service Management.
• Expertise in troubleshooting and resolving complex technical issues.
• Excellent communication and interpersonal skills, with the ability to effectively interact with both technical and non-technical stakeholders.
• Strong analytical and problem-solving skills, with the ability to identify and resolve issues proactively.
• Ability to work independently and as part of a team.

Preferred:

• ITIL v4 certification.
• ServiceNow based Incident Management.
• Knowledge of VA's organizational structure and IT environment.

Clearance:

• Ability to obtain and maintain Public Trust Clearance.
• Must be a US Citizen or Green Card Holder.

Benefits:

We offer a competitive benefits package that includes paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. We invest in our employees - Every employee is eligible for education reimbursement for certifications, degrees, or professional development. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or engage in other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes a commitment to continuous professional development.

Commitment to Equal Opportunity Employment & VEVRAA:

ITC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law. ITC is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity.

How To Apply:

To apply to IT Concept Positions- Please click on the: "Apply for this Job" button at the bottom of this Job Description or the button at the top: "Application." Please upload your resume and complete all the application steps. You must submit the application for IT Concepts to be considered for a position. If you need alternative application methods, please email [e-mail] and request assistance.