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Incident Manager
Ref No.: 17-04358
Location: Pittsburgh, Pennsylvania
Key Responsibilities:
  • Develops and manages the roadmap for the evolution of the Process
  • Defines and implements best practices and standards to improve Process execution efficiency and to support a collection of up-to-date and inter-related metrics about IT infrastructure, applications, and business services to ensure data reliability, durability, and availability
  • Serve as a consultant to the Group/Division stakeholders for service management processes to enhance and improve support by eliciting business, functional and technical requirements & designing solutions for implementation into ITSM tools (ServiceNow, HP PPM, etc)
  • Executes the Enterprise policy and process in adherence with global and local requirements resulting in the provision of stable and reliable IT Services
  • Acts as liaison to Global IT groups to promote value and benefits of ITIL processes
  • Explains ServiceNow functionality and capabilities to IT and business partners
  • Supports the development, improvement, operational delivery, and governance of ITSM processes and tools
  • Transforms business requirements into system specifications
  • Performs testing for specific features where configuration is required
  • Facilitates User Acceptance testing
  • Provides ad-hoc systems support as necessary
  • Documents technical, functional, process, user manual and training
  • Facilitates user training
  • Coordinates and manages the day-to-day process activities, workflows and work instructions
  • Drives implementation of standard execution of the process across the enterprise
  • Continuously improves Service Quality (measured through KPI improvements)
  • Supports Process reporting (KPIs, SLAs, OLAs) and presentations as needed
  • Enacts system audit practices and conduct audits to ensure data integrity
  • Leads process integration efforts with other ITSM processes
  • Manages escalations within the process
  • Ensures that processes and sub-processes are compliant with GxP, SOX, HIPAA, PCI and any other legal or regulatory controls
  • Supports design, development, and implementation of automated processes for gathering, populating, and maintaining process data
  • Drives Service Management best-practices and ITIL process standardization across teams
  • Ensures all reporting and data is delivered in a timely manner
  • Maintains and improves process effectiveness (quality), process efficiency (cost), process performance (throughput) and process vulnerability (security)
  • Initiates follow-up actions to correct any problems or inefficiencies arising during execution of the Process
  • Works with external partners and third party suppliers whenever necessary to support the Process
  • Other duties as assigned

Minimum Requirements/Qualifications:
  • Bachelor's Degree in Computer Science, Business Management, Project Management or Management Information Systems or equivalent work experience acceptable
  • ITIL Foundations V3 certification required
  • ServiceNow and/or Certified Business Process Analyst (CBAP) certification preferred
  • Minimum of 5 year of experience with ITIL oriented (operational or service management) processes, tools and governance models for service desk, service catalog, configuration management, problem management, incident management, demand management, service level agreement management and capacity management.
  • Demonstrated experience with industry leading, ITIL based processes that support effective Service Management, management of public, private and hybrid cloud and the "as a service” ecosystem
  • Minimum of 3 years' experience designing processes and workflows within ServiceNow
  • 5 years of experience in a similarly complex technical organization
  • Excellent documentation skills including (process flow documentation) required
  • Able to understand and complete tasks independently

NTT DATA Services is a leading IT services provider and global innovation partner with 130,000 professionals based in over 50 countries. NTT DATA recently acquired Dell Services. NTT DATA Services emphasizes long-term commitment and combines global reach and local intimacy to provide premier professional services, including consulting, application services, business process, IT outsourcing, and cloud-based solutions. We are a part of NTT Group, one of the world's largest technology services companies, generating more than $100 billion in annual revenues and partner to 80% of the Fortune 100. Visit to learn how our consultants, projects, managed services, and outsourcing engagements deliver value for a wide range of businesses and government agencies.

The Company is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.