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Incident Manager

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POST DATE 8/12/2016
END DATE 10/26/2016

Express Scripts Saint Louis, MO

Company
Express Scripts
Job Classification
Full Time
Company Ref #
REQ20003790
AJE Ref #
575857267
Location
Saint Louis, MO
Experience
Mid-Career (2 - 15 years)
Job Type
Regular
Education
Bachelors Degree

JOB DESCRIPTION

APPLY
Schedule: Full-time

Job ID: REQ20003790

POSITION SUMMARY

The primary role of the Incident Coordination Manager will be to manage and lead the Incident Coordinators in the preparing and distributing of clear & concise communications. This position will enable the team to succeed in driving work into the command center and ensure that all metrics are gathered and reported in a timely while focusing to improve the Incident Management process. Other functions of this role include representing the organization on the IT Change Review call to ensure all Change Requests are performed and validated as needed by the Technology Command Center Organization.

ESSENTIAL FUNCTIONS

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Operations Assurance activities include but are not limited to:

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Communicate with Stakeholders

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Gather items to Onboard into the TCC

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Lead onboarding operations into the TCC

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Represent TCC on the Change Request call

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Written communications for Major Incidents

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Keep dashboards and notes up to date for Major Incidents

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Be able to lead calls, facilitate Major Incidents

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Communicate with Stakeholders

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Gather items to Onboard into the TCC

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Manage and maintain reports on all IT groups

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Gathers data from Service Now

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Uses Business Analytics, SQL Reporting to create and display information

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Utilize Tableau or BA to show case reports

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Analysis of Change Requests to identify gaps

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Identification of recurring issues from Incident Reports

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Creation of reports for playbook status

QUALIFICATIONS

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Minimum 3- 5 years of management experience or similar aptitude

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Experience training personnel

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Bachelor s degree in Computer Science, Information Technology or a related discipline required.

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Knowledge of Service Now, Business Analytics / SQL Reporting 1-3

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Tableau experience preferred

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Excellent Written Communications

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General IT knowledge including Midrange, Network, Application, Database, and Mainframe

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Strong interpersonal, written, and verbal communication skills preferred

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Ability to work 24x7

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Ability to travel

Express Scripts is an EOE
Express Scripts is an Equal Employment Opportunity employer and does not discriminate in employment opportunities or practices on the basis of race, creed, color, religion, sex, national origin, nationality, ancestry, age, disability or status as a disabled veteran or veteran of the Vietnam era, pregnancy, affectional or sexual orientation, gender identity or expression, marital status, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class. None of the questions in this application are intended to elicit information regarding any protected characteristics, nor imply any limitation, illegal preferences or discrimination based upon non-job-related information or protected characteristics.Applicants must be able to pass a drug test and background investigation and, depending on position requirements, a Department of Defense background investigation. AA/EOE.