About the Role
Title: Service Desk Incident Coordinator – Remote or Hybrid
Location: Lincoln United States
Job Description:
Description
Service Desk Incident Coordinator – Hybrid or Remote (Corporate Information Systems)
25 Amica Way, Lincoln, RI 02865
Thank you for considering Amica as part of your career journey, where your future is our business.
At Amica, we pride ourselves on being an inclusive and supportive environment. We all work together to accomplish the common goal of providing the best experience for our customers. We believe in trust and fostering lasting relationships for our customers and employees! We’re focused on creating a workplace that works for all. We’ll continue to provide training, guidance, and resources to make Amica a true place of belonging for all employees. Want to learn more about our commitment to diversity, equity, and inclusion? Visit our DEI page to read about it!”
As a mutual company, our people are our priority. We seek differences of opinion, life experience and perspective to represent the diversity of our policyholders and achieve the best possible outcomes.
This role does not currently offer employment visa sponsorship.
Position Summary:
Our Lincoln, RI office is seeking a Service Desk Incident Coordinator who performs the tasks necessary to support activities within the incident management process. They will follow and monitor the process to quickly restore normal service operation to minimize the impact to business operations.
Salary and Work Schedule:
This is a full-time position based on a 37.5-hour work week. The starting annual salary is between $75,484 – $113,823 based on level of previous experience. In addition, hired applicants will be eligible for the company’s annual variable incentive paid based on company performance.
This role is open to full-time remote work, or hybrid onsite in our Lincoln, RI office. This role is required to handle off-hours support. Our normal business hours are 8am – 5pm Eastern Time.
This posting is anticipated to be closed on February 7, 2025.
Responsibilities:
- Chair and document Incident bridge calls ensuring continuous collaboration with support teams, with the goal of driving towards resolution, and keeping Stakeholders and Management informed about the progress of service restoration.
- Assist with the coordination of potentially impactful incidents, both critical and major. This includes assigning or escalating non-critical incidents to support teams and involving management escalation, as necessary.
- Monitor, examine, and analyze Service Desk incident queues, system alerts and escalations to identify possible trends or outages.
- Coordinate with involved teams to thoroughly document the incident and ensure problem management is initiated to identify the root cause in preparation for Post Incident Reviews and Retrospectives.
Actively monitor and report on service level targets (SLT) while implementing continuous improvement initiatives to enhance service performance and reliability.
- Understand the dependencies of technical systems on one another and the impact to the business should one or more become unavailable.
- Demonstrate ability to lead and inspire others by providing direction, guidance and mentorship while maintaining high attention to detail and proactively following up.
- Act as a liaison with Teams, Service Owners, and Managers of all technical domains to ensure swift resolution of critical customer issues, major service interruptions and customer impacting events within service targets.
- Coordinate triage efforts by assembling targeted support groups for High and Critical priority incidents that disrupt or negatively impact Business Applications and Services, including after normal business hours.
- Contribute to the activation of the Critical Incident procedure when relevant and coordinate the restoration of impacted service(s) while ensuring that the incident is documented and logged appropriately.
- Communicate to Stakeholders, IT Management, Business Partners, and end-users for all Critical Incidents including initial notification, ongoing status, and resolution about the impact to business operations.
- Facilitate the resolution of priority 1 and 2 impactful incidents and incidents exceeding standard Service Level Targets (SLT).
- Carry out respective reporting for the Service Desk to be shared with Management.
- Attend and participate in weekly Change Advisory Board (CAB) to review and discuss concerns with upcoming changes or releases and communicate impactful changes to the Service Desk. Also, when appropriate, work with the ITSM team to rectify concerns.
- Apply ITIL best practices to continuously and proactively utilize data, metrics, open feedback, and retrospectives to analyze incidents and alerts aiding in making operational decisions to resolve major service interruptions and continuously improve the incident management process. This includes identifying patterns and trends from multiple data sources with the goal to reach progressively better outcomes.
- Create knowledge (i.e., workarounds, process, best practices) with repeatable procedures that help reduce the number of incidents.
Requirements:
- Bachelor’s degree and 6+ years of Service Desk or Incident Management experience with a minimum of 2 years of Incident Coordinator experience or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
- Ability to gather, analyze, and assist in identifying facts needed to determine possible root cause.
- Possess a high degree of patience and skill under pressure.
- Excellent interpersonal, organizational, and customer service skills with ability to communicate effectively at all levels.
- High proficiency with current version of Windows, Jira/Confluence, and MS Office applications, including MS Teams, Word, and Excel.
- Experience in IT Service Management platforms such as BMC Remedy, ServiceNow, etc.
- Action-oriented with the ability to use time effectively and efficiently, focusing on important or urgent priorities while being able to shift focus quickly.
- Exhibit strong organizational and multitasking skills.
- Excellent verbal and written communication skills with the ability to effectively use technical, business-friendly, and non-technical terms depending on the situation. Must be technically literate and be able to articulate technical issues in a meaningful way to both technical and non-technical teams, Stakeholders, and Management.
- Committed to providing exceptional customer service and ensuring high customer satisfaction in challenging situations with a dedication to inspiring and guiding others to achieve the same standards.
- Hold, actively pursuing or willing to pursue ITIL certification.