Incident and Problem Manager - Varite, Inc
Montgomery, AL
About the Job
Position Description:
The Client is preparing for a major transition from a monolithic system with 14 different business functions to an interoperable, modular system based on a Service Oriented Architecture (SOA). This multi-year "Modularity project will include working with multiple vendors and may include multiple project methodologies. The project must comply with the Federal standards and regulations such as Medicaid Information Technology Architecture (MITA), CMS Seven Conditions and Standards, Outcomes-Based Certification (OBC), 21st Century Cures Act (Cures Act), Health Information Technology for Economic and Clinical Health Act (HITECH Act). There are four vendors already in the program and two more contracts being actively worked on. The first Vendor to join the project was the Program Management Office (PMO) vendor which is responsible for managing the project, defining the *** enterprise architecture, defining requirements, and leading the organizational change management effort. The second Vendor is the Testing Center of Excellence (TCOE) who provides oversight for all *** Medicaid Enterprise Systems (MES) Modernization Program (AMMP) testing activities. The third Vendor is the System Integrator which provides a system integration platform to integrate the modules. The fourth Vendor is the Enterprise Data Services which provides the Data Warehouse. The remaining contracts will provide Provider Management (PM) services and Claims Processing Management Services (CPMS). The IT Incident Manger will oversee the Enterprise Incident Management process.
This role will:
" Manage incidents within a multi-vendor environment simultaneously.
" Serve as subject matter expert and provide training and guidance on the incident management process.
" Provide operational metrics for all incidents and problems including backlog, aging, status, and root cause.
" Create plans and schedules for the implementation and development of bug fixes and incidents across a multi-vendor environment.
" Assist with defining Production Support procedures and processes.
" Provide on-going communication and feedback to management.
" Manage incidents and service requests ensuring tickets are created, well documented, updated appropriately.
" Verify resolution details are aligned with Incident process.
" Work closely with Release Manager for deployment strategy.
" Update the incident reporting system with resolution information and liaise with Vendors.
" Ensure Incident/Problem resolution is proceeding in a timely and efficient manner.
Skills Required:
" ITIL Release Management Methodology
" Strong ITSM Process dept and breadth for Incident management functions
" Incident/Problem management tool sets
" Incident Management Basic Skill Set (Investigation, Classification, Diagnosis, Resolution, & Recovery)
" Software development lifecycle
" Advanced leadership and conflict management skills
" Strong problem-solving, critical thinking and decision-making skills
" Expert knowledge of IT best practices, policies and regulations " Ability to translate technical jargon for non-technical audiences.
" Effectively communicate between stakeholders, developers, testers, project managers, program managers and executives
" Active listener
" Industry practices related to Service Management and Lifecycle
Skills Preferred:
" ServiceNow ITSM platform knowledge and experience
" Project management skills, including organization, planning, time management and prioritization.
" Clear understanding of client/server technology and network architecture
" Operational, Helpdesk or support background
" Leadership and Team Management Skills
" Adaptability and Flexibility
" Time Management and Prioritization
Experience Required:
" 2-3 years of work in Incident Management, Problem Resolution and/or Production Support activities.
" 3-5 years' experience in Information Technology or a closely related field, with a focus on incident management, problem management or service operations.
Experience Preferred:
" Experience with ServiceNow
" Exposure to Agile Methodology
" Experience working in an environment with multi-vendors during system upgrade
Education Required:
Bachelor's degree in computer science or IT related field
Education Preferred:
Bachelor's degree in computer information systems or IT related field with certifications such as: ITIL.
The Client is preparing for a major transition from a monolithic system with 14 different business functions to an interoperable, modular system based on a Service Oriented Architecture (SOA). This multi-year "Modularity project will include working with multiple vendors and may include multiple project methodologies. The project must comply with the Federal standards and regulations such as Medicaid Information Technology Architecture (MITA), CMS Seven Conditions and Standards, Outcomes-Based Certification (OBC), 21st Century Cures Act (Cures Act), Health Information Technology for Economic and Clinical Health Act (HITECH Act). There are four vendors already in the program and two more contracts being actively worked on. The first Vendor to join the project was the Program Management Office (PMO) vendor which is responsible for managing the project, defining the *** enterprise architecture, defining requirements, and leading the organizational change management effort. The second Vendor is the Testing Center of Excellence (TCOE) who provides oversight for all *** Medicaid Enterprise Systems (MES) Modernization Program (AMMP) testing activities. The third Vendor is the System Integrator which provides a system integration platform to integrate the modules. The fourth Vendor is the Enterprise Data Services which provides the Data Warehouse. The remaining contracts will provide Provider Management (PM) services and Claims Processing Management Services (CPMS). The IT Incident Manger will oversee the Enterprise Incident Management process.
This role will:
" Manage incidents within a multi-vendor environment simultaneously.
" Serve as subject matter expert and provide training and guidance on the incident management process.
" Provide operational metrics for all incidents and problems including backlog, aging, status, and root cause.
" Create plans and schedules for the implementation and development of bug fixes and incidents across a multi-vendor environment.
" Assist with defining Production Support procedures and processes.
" Provide on-going communication and feedback to management.
" Manage incidents and service requests ensuring tickets are created, well documented, updated appropriately.
" Verify resolution details are aligned with Incident process.
" Work closely with Release Manager for deployment strategy.
" Update the incident reporting system with resolution information and liaise with Vendors.
" Ensure Incident/Problem resolution is proceeding in a timely and efficient manner.
Skills Required:
" ITIL Release Management Methodology
" Strong ITSM Process dept and breadth for Incident management functions
" Incident/Problem management tool sets
" Incident Management Basic Skill Set (Investigation, Classification, Diagnosis, Resolution, & Recovery)
" Software development lifecycle
" Advanced leadership and conflict management skills
" Strong problem-solving, critical thinking and decision-making skills
" Expert knowledge of IT best practices, policies and regulations " Ability to translate technical jargon for non-technical audiences.
" Effectively communicate between stakeholders, developers, testers, project managers, program managers and executives
" Active listener
" Industry practices related to Service Management and Lifecycle
Skills Preferred:
" ServiceNow ITSM platform knowledge and experience
" Project management skills, including organization, planning, time management and prioritization.
" Clear understanding of client/server technology and network architecture
" Operational, Helpdesk or support background
" Leadership and Team Management Skills
" Adaptability and Flexibility
" Time Management and Prioritization
Experience Required:
" 2-3 years of work in Incident Management, Problem Resolution and/or Production Support activities.
" 3-5 years' experience in Information Technology or a closely related field, with a focus on incident management, problem management or service operations.
Experience Preferred:
" Experience with ServiceNow
" Exposure to Agile Methodology
" Experience working in an environment with multi-vendors during system upgrade
Education Required:
Bachelor's degree in computer science or IT related field
Education Preferred:
Bachelor's degree in computer information systems or IT related field with certifications such as: ITIL.
Source : Varite, Inc
