Incident Coordinator - Help Desk in Lincoln, RI at Amica

Date Posted: 7/23/2021

Job Snapshot

Job Description

Help Desk Incident Coordinator (Corporate Information Systems Department)
25 Amica Way
Lincoln, RI 02865

Are you looking for a career in a growing industry with new products, new markets and new technology?
The feeling is mutual.

Our Lincoln, RI office is seeking a Help 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.

This role is located in our Lincoln, RI office, and will be eligible for two remote work days per week.

Responsibilities:

  • 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.
  • Assist with the coordination of potential major incidents and major incidents including:
    • Coordinating 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.
    • Chairs Major Incident bridge line ensuring continuous collaboration with support teams keeping Stakeholders and Management informed about the progress of service restoration as well as documenting the call for use and review in Incident retrospectives.
    • Contribute to the activation of the Major Incident procedure when relevant and coordinates the restoration of impacted service(s) while ensuring that the incident is documented and logged appropriately.
    • Uses data, metrics and open feedback to analyze incidents and alerts in order to help make operational decisions towards the resolution of major service interruptions.
    • Assisting with assignments / escalations of incidents to affected groups including escalating to Management when needed.
    • Responsible for communication 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.
    • Coordinate and document Post Incident Reviews with involved teams and ensures Problem Management is initiated to diagnose the underlying cause of the Incident.
  • Monitor, research and analyze Help Desk incident queues, system alerts and escalations to identify possible trends or outages.
  • Facilitate the resolution of priority 1 and 2 incidents and incidents exceeding standard service level target (SLT).
  • Utilize ITIL best practices to identify and analyze patterns and trends from a variety of data sources.
  • Follow the incident management process supporting that SLTs are being met.
  • Carry out respective reporting for the Help Desk to be shared with Management.
  • Create Knowledge with repeatable procedures that help reduce the number of incidents.
  • Attend and participates in weekly CAB to review and discuss concerns with upcoming changes or releases and when appropriate works with the ITSM team to rectify concerns.

Qualifications:

  • Bachelor’s degree and a minimum of 4 years of Help Desk or Incident Management experience or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
  • Ability to gather and identify facts needed to determine possible root cause.
  • Possesses a high degree of patience and skill under pressure.
  • Excellent interpersonal, organizational and customer services skills with ability to communicate effectively at all levels.
  • High proficiency with Win10, Jira/Confluence and MS Office applications, including MS Teams, Word, and Excel.
  • Experience in IT Service Management platforms such as BMC Remedy, ServiceNow, etc.
  • ITIL v4 Foundations certification or commitment to obtain certification.
  • Action-oriented with the ability to use time effectively and efficiently with a concentration on more important or urgent priorities with the ability to shift between various priorities.
  • Excellent verbal and written communication skills with the ability to effectively use technical and business-friendly 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.

Perks and Benefits:

  • Paid vacation, holidays and sick days
  • Generous leave programs, including paid parental bonding leave
  • Medical, dental, vision coverage, short- and long-term disability, and life insurance
  • Generous retirement benefits
  • Opportunities for advancement in a successful and growing company

About Amica

Amica Mutual Insurance Company is America’s oldest mutual insurer of automobiles. A direct national writer, Amica also offers home, marine and umbrella insurance. Amica Life Insurance Company, a wholly owned subsidiary, provides life insurance and retirement solutions. Amica was founded on the principles of creating peace of mind and building enduring relationships for and with our exceptionally loyal policyholders, a mission that thousands of employees in offices nationwide share and support.

Equal Opportunity Policy: All qualified applicants who are authorized to work in the United States will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, family status, ethnicity, age, national origin, ancestry, physical and/or mental disability, mental condition, military status, genetic information or any other class protected by law. The Age Discrimination in Employment Act prohibits discrimination on the basis of age with respect to individuals who are 40 years of age or older. Employees are subject to the provisions of the Workers' Compensation Act.

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