Incident Manager

Northeastern University•Boston, MA

1d•Hybrid

About The Position

The Division of Information Technology Services (ITS) is seeking an Incident and Reporting Manager to identify opportunities, trends, and improve internal workflows related to Incidents, Requests, and other tasks. This role will be instrumental in building reporting, identifying trends/pain-points, and staying current on changes and planned maintenance. The position ensures ITS teams have the necessary knowledge, training, and resources to support the community and services. The Incident and Reporting Manager will also act as the first-line Major Incident Coordinator, responsible for initiating conference bridges, collaborating with service managers and communications teams, and guiding resolution during major incidents. Post-incident reviews will be conducted to inform improvements and minimize future disruptions. This role requires occasional availability outside traditional working hours for urgent business needs, including security incidents, software deployments, issue resolution, and critical operational requirements. Flexibility and a strong sense of urgency are essential. The role also requires flexibility in performing duties outside primary responsibilities to support evolving business needs, which may include assisting cross-functional teams, handling unexpected challenges, or contributing to business growth initiatives. A proactive mindset and the ability to pivot quickly are essential. This role operates on a hybrid schedule, requiring a minimum of three days per week in the office to foster collaboration and teamwork, which is considered essential for on-campus culture, direct engagement with staff and students, idea sharing, problem-solving, and team synergy.

Requirements

5+ years of ITSM and Reporting experience
An understanding of ServiceNow/ITIL concepts with a passion for providing an end user an optimal service experience is required.
A logical and structured approach to improving and optimizing our services and the processes that support them.
Proven experience with the creation and/or management of KPIs, SLAs and related reporting.
Must be able to create and update meaningful reporting leveraging ITSM metrics, technology usage statistics, call center software, and data from incidents and requests.
Interest in and proficiency with learning new technologies that are needed to support the university community.
Excellent interpersonal, communication, facilitation and organizational skills are required.
Flexibility is required as this role will serve as Major Incident Coordinator for Major Incidents that occur 24x7.
The ideal candidate should possess skills in operating and optimizing processes using metrics and reporting.
You will need to be detail-oriented and able to collaborate with different members of the community.
To ensure that essential services are provided to the university community, the incumbent may be required to work outside his/her regular working hours and university holidays – especially as outages arise.

Nice To Haves

Higher education experience is a plus.
ITIL, ServiceNow, or other ITSM related certifications are preferred

Responsibilities

Analyze processes and standard operating procedures against KPIs
Investigate and help guide compliance of procedures, data, and policies for the Incident/Request/Task platform within ITS.
Ensure that the design aligns with needs of the business, services owners, and support staff.
Audit performance against KPIs to tell a story around ways to enhance the overall experience.
Identify workflow improvements driving issue resolution.
Investigate and identify process breakdowns/opportunities
Act as a resource for the organization to increase better understanding of ITSM defined processes and roles.
Participate in planning and execution of support for the community.
Support service transition activities, including writing documentation; defining self-service, service desk and escalation procedures; proactive analysis of service implementation impact on both the user community and support staff to identify improvement opportunities.
Analyze new solutions and provide recommendations for further analysis and impact.
Train ITS teams regarding new procedures.
Define reports and regular insights for the team and ITS Leadership based on defined metrics
Identify key metrics to tell a story about the customer experience and how each ITS area supports that overall experience.
Highlight areas of opportunity/gaps in knowledge based on reporting and feedback.
Continue to drive the Major Incident (MI) process and better define roles and processes.
Act as first-line MI Coordinator as outages arise.