ITSM Major Incident Management Specialist III

Emory Healthcare is seeking a ServiceNow ITSM Major Incident Management Specialist to lead and enhance the process for minor incidents. The role involves analyzing process issues, documenting procedures, mentoring team members, and collaborating with stakeholders. This position is 100% remote, based in one of the specified states.

Requirements

• Manage the ITSM Major Incident Management process according to ITIL and ITSM best practices.
• Lead the activities required for effective and efficient operation of Major Incident Management within the ITSM tool.
• Advise ITSM stakeholders on Major Incident Management principles.
• Lead continual service improvement initiatives for Major Incident Management.
• Lead research and review of ITSM best practices.
• Lead project management services and support with limited leadership oversight.
• Act as a team mentor for documentation practices.
• Develop and disseminate ITSM Major Incident process documentation.

Benefits

• Comprehensive health benefits
• Student Loan Repayment Assistance
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, and leadership programs