Manager Incident Coordination
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POST DATE 8/12/2016
END DATE 11/15/2016
Saint Louis, MO
JOB DESCRIPTIONSchedule: Full-time
Job ID: REQ20003789
The primary role of the Incident Coordination Manager will be to management and lead the Incident Coordinators in the preparing and distributing clear & concise communications. The individual will be responsible for ensuring that team is ready to assist and take over the Incident Manager position. Enable the team to succeed in driving work into the command center. Ensure that all metrics are gathered and reported in a timely manner and then drive change within the organization to improve the Incident Management process.
This position will be also be required to assist the Incident Coordinators with their communications, train the personnel for their current role, and guide and them for future growth. 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. Also this individual will be responsible for stake holder management for the written communication process. Ensuring that all teams have the necessary information provide and identify ways to document and change the communication process as needed.
Operations Assurance activities include but are not limited to:
Communicate with Stakeholders
Gather items to Onboard into the TCC
Lead onboarding operations into the TCC
Represent TCC on the Change Request call
Manage and maintain reports on all IT groups
Gathers data from Service Now
Uses Business Analytics, SQL Reporting to create and display information
Utilize Tableau or BA to show case reports
Analysis of Change Requests to identify gaps
Identification of recurring issues from Incident Reports
Creation of reports for playbook status
Minimum 2-4 years direct experience.
0-3 years management experience or similar aptitude
Experience training personnel
* Bachelor s degree in Computer Science, Information Technology or a related discipline preferred.
* Knowledge of Service Now, Business Analytics / Sequel Reporting 1-3
* Tableau nice to have not required.
* Excellent Written Communications
* General IT knowledge, Midrange, Network, Application, Database, Mainframe
Strong interpersonal, written, and verbal communication skills preferred
Ability to work 24x7
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.