Incident and Problem Manager

An Alabama state agency located in Montgomery, AL is looking for an IT Incident and Problem Manager.

This role will be 100% onsite.
Pay Rate Range: $50.00/hr - $55.00/hr

A state agency is transitioning from a monolithic system to a modular, Service Oriented Architecture (SOA) system. The project involves multiple vendors and compliance with Federal standards including MITA, CMS Conditions, OBC, Cures Act, and HITECH Act. Key vendors include PMO for project management, TCOE for testing, System Integrator for module integration, and Enterprise Data Services for the Data Warehouse. Two additional contracts will handle Provider Management and Claims Processing.

The IT Incident Manager will:

• Oversee incident management in a multi-vendor environment.
• Provide training and guidance on incident management.
• Track and report operational metrics for incidents and problems.
• Plan and schedule bug fixes and incidents.
• Define and implement Production Support procedures.
• Communicate with management and vendors.
• Ensure timely resolution of incidents.

Skills Required:

• ITIL Release Management Methodology
• Incident Management expertise
• Familiarity with Incident/Problem management tools
• Software development lifecycle knowledge
• Advanced leadership and conflict management
• Problem-solving and decision-making
• IT best practices and regulations knowledge
• Communication with technical and non-technical stakeholders
• Active listening
• Service Management and Lifecycle industry practices

Skills Preferred:

• ServiceNow ITSM platform knowledge
• Project management skills
• Understanding of client/server technology and network architecture
• Operational, Helpdesk, or support background
• Leadership and Team Management
• Adaptability and flexibility
• Time management and prioritization

Experience Required:

• 2-3 years in Incident Management, Problem Resolution, or Production Support
• 3-5 years in IT or related field with focus on incident or problem management

Experience Preferred:

• ServiceNow experience
• Exposure to Agile Methodology
• Multi-vendor system upgrade experience

Education Required:

• Bachelor's degree in computer science or IT-related field

Education Preferred:

• Bachelor's degree in computer information systems or IT-related field with certifications such as ITIL