Incident Manager

Empower AI Inc.•Remote,

About The Position

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai. Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Requirements

Shall possess at the time of award a Secret security clearance
Strong customer service orientation.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Good written, oral, and interpersonal communication skills.
Ability to conduct research into PC and software issues and products as required.
Ability to present ideas in business-friendly and user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Team-oriented and skilled in working within a collaborative environment.
Bachelor’s degree or equivalent experience in lieu of education, including consideration of vendor certification in the technology being applied.
3 or more years of professional experience supporting a similar role.
ITIL v4 Foundations, CompTIA Security+, HDI Support Center Analyst

Nice To Haves

Experience supporting a DoD or J6 customer is a plus.
ITIL v4 Managing Professional, HDI Problem Management Professional

Responsibilities

Manages the full lifecycle of IT incidents in accordance with ITIL Incident Management processes, ensuring timely identification, logging, categorization, prioritization, and resolution.
Monitors ServiceNow incident queues across all J6 support areas, identifying aging tickets, SLA breaches, and escalation needs.
Coordinates escalation of complex incidents to Tier II, Tier III, and specialized support teams, maintaining ownership through resolution.
Communicates incident status updates to affected users, team leads, and J6 management throughout the incident lifecycle.
Conducts post-incident reviews for major incidents to identify root causes and drive preventive actions.
Tracks and reports on incident metrics including volume, resolution times, reopens, and SLA compliance.
Develops and maintains incident management procedures, work instructions, and escalation runbooks.
Supports the Problem Manager in identifying recurring incidents and contributing to problem investigations.
Ensures all incident records in ServiceNow are accurate, complete, and closed with appropriate resolution documentation.
Collaborates with the Knowledge Manager to capture incident resolutions in the KM repository for future reference.