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Facilitation Support Specialist
Ref No.: 17-15650
Location: Marlboro, Massachusetts
Position Type:Contract
Job Description:
The IT Incident Facilitator will have the opportunity to work both independently and with a cooperative team on complex outages that may span multiple infrastructure components or applications. They will develop a professional network and leadership skills, assisting in the creation and support of IT Solutions that enable company success.

Job Responsibilities:
  • Coordinate infrastructure and application teams to restore normal service operation as quickly as possible.
  • Challenge the team to minimize adverse impact on business operations when restoring service.
  • Provide timely written and verbal status updates to company enterprise and senior management for assigned incidents and problem ticket escalations.
  • When applicable, create a problem ticket for a given critical incident.
  • Lead application/technical incident resolution, including off-shift and weekend support functions.
  • Escalate incidents to senior management as needed.

Required Skills:
  • Strong verbal and written communication skills, problem solving skills, customer service and interpersonal skills.
  • Ability to lead conference calls, work across teams, and involve other parts of the organization in the development of solutions with limited supervision.
  • Ability to work independently and manage one's time as well as well as being a collaborative team member.
  • Adaptability & responsiveness to department needs and goals.
  • In-depth knowledge of Incident management tools (Service Now).
  • Good planning and decision-making skills.
  • Good conflict management skills.