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Specialist, Service Excellence Incident Management

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Businesses Carrier Job ID 01322202 Date posted 06/03/2019 City Atlanta State Georgia Country United States

Date Posted:



United States of America


CAG23: DLS VRF- Atlanta 3300 Riverwood Pkwy , Atlanta, GA, 30339 USA

Role Overview

Carrier is seeking an experienced and motivated individual to join the Corporate Digital Organization to create, implement, and support key elements of our Service Excellence strategy.  

This position will be responsible for Carrier’s Corporate Incident Management process leveraging the  ServiceNow ITSM Platform. This role assumes familiarity with industry ITSM platform tools (preferably ServiceNow) and extensive knowledge of Incident Management processes and procedures.

The Incident Manager is responsible for the design and execution of the process including supporting platform configurations.  You will ensure that Incidents are resolved in a controlled manner establishing standards and procedures regarding escalation protocols, Major Incident Management workflows, data analytics, and process governance.

This role is also responsible for participating in the introduction of new and innovative technologies to help the Carrier businesses and external Service Providers increase employee productivity and engagement, via increased integration with backend business processes.

Essential Responsibilities

    • Manage and lead the End-to-End Incident Management process.  Define Incident Management processes and procedures and ensure effective implementation and governance. Identify and implement process-improvement initiatives

    • Define and manage KPI’s through process compliance, dashboards and vendor engagement

    • Monitor critical and high priority incidents to ensure the Service Level Agreements are met

    • Participate on all projects that impact Incident Management.  Manage all interfaces that impact Incident Management

    • Develop procedural manuals, workflow diagrams and  knowledge base articles for IT Operations issues

    • Manage support groups, group membership and permissions relevant to Incident Management.  Monitor auto-routing workflows and related KPIs

    • Collaborate with people across multiple teams, engage and interact with leadership at various levels and should be skilled in dealing with conflict, helping influence and drive people towards a goal or action

    • Provide training and technical support on the Incident Management process for users with varying levels of IT knowledge

    • Analyze incident records to determine any trends and communicate analysis results to appropriate Technical Groups and Business Stakeholders

Education / Certifications

    • Bachelor’s Degree in Computer Science, Management of Information Systems, or related business discipline(s).  Master’s Degree a plus.

Basic Qualifications

  • 3 - 5 years’ experience in IT Incident Management

  • 2 – 3 years’ experience with ServiceNow platform (Kingston or higher)

    • Strong understanding of Incident Management methodologies and best practices (ITIL) as well as experience developing and enhancing complex processes

  • Ability to adjust to changing priorities, organize and prioritize workflow and to meet established timeframes and deadlines

    • Strong organizational, interpersonal, analytical, communication and technical skills are essential 

  • Self-motivated and proactive individual who is able build and maintain customer relationships while being a strong team player

  • Individual must be highly motivated, results-oriented with keen attention to detail and able to work in fast-paced environment

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status


United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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