Corporate Incident Manager

«out The Role Provide support to the entire Service Desk staff and ensure that end users are receiving the appropriate assistance. Ensure that the high quality service levels are maintained, and verify that the set service priority is defined and categorized appropriately to meet the end users expectations, Service Level Agreements (SLA) and defined Service Quality Standard (SQS). Proactively work to restore service operations as quickly as possible. The Incident Manager will regularly monitor the status and track progress towards resolution and is responsible for monitoring the status and progress of all open incidents within SQS or (Service Quality Standard). Maintain a close relationship with the Problem Management Process owner. This is a Corporate position located in Missoula, MT. The entry rate for this position is $20.49+ /hour (calculated for Missoula, MT). All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background. Description · Regularly monitors the status and tracks progress of all open incidents. Verifies service desk agents have followed prescribed troubleshooting steps and documented required information in escalated incidents and service requests prior to assigning to other service departments. Analyzes the performance of the Service Desk and identifies opportunities to prevent future incidents. · Oversees all incident management processes including proper incident recording/documentation, prioritization, and timely resolution in accordance with Service Quality Standard (SQS) priority matrix. · Detects possible problems and reports them to the Problem Manager. Works closely with the Problem Manager to proactively identify new problems. Participates in the weekly Problem Management Meeting, reporting and discussing weekly Major incidents. · Develops and maintains Incident Management procedures as outlined in the ITIL process. Hosts a weekly Incident Management Meeting with Service Desk, Problem Manager, and other IT department staff/leadership. · Provides training and support to the bank divisions and GBCI IT staff as necessary. Supports the development of Knowledge Based Articles. · Must comply with all company policies and procedures, applicable laws and regulations, including, but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. About You Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education Required/Preferred Education Level Description Required Associate Degree A two-year college degree in information technology or related field or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours. Equivalent combination of education and experience may be considered. HDI Incident Management training to be completed within the first 6 months of hire date Experience Required/Preferred Experience Level Description Required 2-4 years of IT industry or service desk experience Would an equivalent combination of relevant education and work experience be considered?: Yes License/Certification Required/Preferred License/Certification Description Required Skills and Abilities · A significant level of trust, credibility and diplomacy is required. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. · Demonstrated technical competence with PC hardware and accessories. · Demonstrated technical competence with PC software such as Windows OS and/or Microsoft office Suites, Citrix End-user environment, or equivalent industry standard. · Ability to comprehend and retain technical information. · Good written and verbal communications skills. · Ability to work without constant supervision. · Good organizational skills; ability to juggle multiple concurrent requests. · Proficiency to multi-task several items at once. · Ability to operate calmly under high stress. Additional Requirements Travel Occasional travel required: (less than 10 days per year) by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Working Conditions Environment: Indoors, a climate-controlled shared work area. Noise Level: Minimal noise. Lifting: Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Vision Physical Activities Frequency Balancing: Maintaining body equilibrium to prevent falling and walking, standing or crouching on narrow, slippery, or erratically moving surfaces. Infrequent – rare. Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms. Infrequent – rare. Crawling: Moving about on hands and knees or hands and feet. Infrequent – rare. Crouching: Bending the body downward and forward by bending leg and spine. Infrequent – rare. Feeling: Perceiving attributes of objects such as size and shape, temperature or texture by touching with skin, particularly that of the fingertips. Infrequent – rare. Fingering: Picking, pinching, typing or otherwise working primarily with fingers rather than with the whole hand as in handling. Daily. Grasping: Applying pressure to an object with the fingers and palm. Infrequent – rare. Kneeling: Bending legs at knee to come to a rest on knee or knees. Infrequent – rare. Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to position. Infrequent – rare. Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward. Infrequent – rare. Pulling: Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion. Infrequent – rare. Repetitive Motion: Making substantial movements (motions) of the wrists, hands, and/or fingers. Daily. Stooping: Bending body downward and forward by bending spine at the waist. Infrequent – rare. What We Offer COMPENSATION & BENEFITS: Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position. We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance, a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a 401(k) retirement savings plan, discounts on banking products and services, and paid sick, holiday, and vacation time. Visit our website for more details! COMPANY OVERVIEW: We are a family of banks whose unique local presence reflects the communities we serve. We welcome the opportunity to grow and change as our customers and communities do the same. Read our story, learn about our banks, and experience life at Glacier Bancorp, Inc. all from our website. Check it out! We are an Equal Opportunity Employer and qualified applicants or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state or local laws. Glacier Bancorp, Inc. does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US. No Recruiters or unsolicited agency referrals please.