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Manager Incident Coordination

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POST DATE 8/12/2016
END DATE 11/15/2016

Express Scripts Saint Louis, MO

Company
Express Scripts
Job Classification
Full Time
Company Ref #
REQ20003789
AJE Ref #
575857269
Location
Saint Louis, MO
Experience
Mid-Career (2 - 15 years)
Job Type
Regular
Education
Bachelors Degree

JOB DESCRIPTION

APPLY
Schedule: Full-time

Job ID: REQ20003789

POSITION SUMMARY



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.



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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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 2-4 years direct experience.

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0-3 years management experience or similar aptitude

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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

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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.