Incident Coordinator- Help Desk in Lincoln, RI at Amica

Date Posted: 12/10/2019

Job Snapshot

  • Employee Type:
  • Location:
    Lincoln, RI
  • Job Type:
  • Experience:
    At least 4 year(s)
  • Date Posted:

Job Description

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

Want to turn your IT expertise into customer solutions?
The feeling is mutual

• Monitors, researches and analyzes tickets, incidents and alerts. Assigns/escalates incidents to affected groups.
• Assists with communication with affected groups and stakeholders including communication to end-users about the impact to business operations
• Represents the first stage of escalation for incidents.  Facilitates the resolution of priority 1 and 2 incidents and incidents exceeding standard service level agreements (SLA). 
• Uses ITIL/IT Service Management best practices to identify and analyze patterns and trends from a variety of data sources
• Follows the incident management process ensuring that SLAs are being met.  Carries out all respective reporting procedures for the Help Desk. 
• Ensures the closure of all resolved and end-user confirmed incident records and assists with conducting incident reviews
• Assists with the coordination of major incidents including issue definition, action plan and success criteria.  Follows major incidents to resolution

• Bachelor’s degree and 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
• ITIL Foundations certification or commitment to obtain certification
• Excellent customer service skills
• Ability to gather and identify facts needed to determine possible root cause
• Action-oriented with the ability to balance urgency with sound judgement.
• Excellent verbal and written communication skills and the ability to effectively use technical and business-friendly terms.

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 employer contribution to 401(k) retirement plan and pension plan
• Opportunities for advancement in a successful and growing company

Equal Opportunity Policy: All qualified applicants who are authorized to work in the United States will receive consideration for employment without regard to race, religion, sex, color, national origin, ethnicity, age, genetic information, disability or sexual orientation. 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.