Incident and Problem Management Lead

Process Lead Incident and Problem Management

Job Responsibilities:

Essential duties and responsibilities include the following. Other duties may be assigned as appropriate.

• Closely monitor the relevant dashboards in ServiceNow on a regular basis and ensure exceptions including Incidents and Requests that are Breached, Escalated, Reopened or categorized as high priority are handled in a timely manner. Connect with the Service Towers on a regular basis to ensure exception tickets are handled as a priority.
• Create and present daily/ weekly monthly operational reports, for leadership review, showing SLA and KPI attainment, Backlog Age and other operational metrics, and exception reports showing Incidents and Requests requiring special attention and focus.
• Serve as a Service Delivery Lead and Escalation Manager to the Service Desk and ensure SLA and KPI targets are met, and a high level of customer satisfaction is achieved.
• Review the open Problem tickets regularly and follow up with the appropriate teams and ensure they are addressed and closed by the due date.
• Oversee / triage P1 Incidents and determine if I&O teams' engagement is necessary and engage the appropriate teams or SMEs (Subject Matter Experts) on a P1 bridge.
• Drive major incidents to timely resolution by actively steering the troubleshooting process and coordinating across stakeholders and resolver groups. Capture good incident documentation with a focus on attention to details.
• Ensure root causes and action plans are properly documented and published in a timely manner.
• Ensure adherence to established global standards, processes, procedures and best practices. Classification: Internal
• Participate in on-call rotation for MIM / MOD (Major Incident Manager and Manager On Duty) duties. Provide 24x7 support for global operations as required.
• Provide backup support for other process leads when they are out of the office.
• Contribute to identifying and documenting product enhancement requirements in ServiceNow, in coordination with stakeholders and technical team members.
• Follow through on agreed upon enhancements / evolutions and ensure they meet customer requirements.
• Document processes and procedures consistent with professional quality documents and create and maintain operational Runbooks.

Required Qualifications:

• Bachelors degree. in computer science / information systems or equivalent combination of relevant education and experience.
• ServiceNow Certification, ITIL Certification or equivalent.
• 4+ years of hands-on experience with the ServiceNow platform in the areas of Incident Management, Problem Management, Reporting and Dashboards, Change Requests, Service Catalogs, Workflow and CMDB.
• Good understanding of the ITIL and ITSM processes, IT Infrastructure and Information Systems.
• 2+ years of experience with Power BI and Microsoft Teams.
• Excellent verbal, presentation and written communication skills in English, including the ability to communicate complex technical issues effectively and clearly to non-technical colleagues.
• Ability to create professional quality technical documentation, procedures, presentations and knowledge articles.
• Ability to prioritize and complete multiple tasks during critical and high-pressure situations.
• Excellent planning, collaborative, interpersonal, and time management skills.
• Excellent troubleshooting and problem-solving skills coupled with strong analytical skills.

Company Details:

At ADM, we unlock the power of nature to provide access to nutrition worldwide. With industry-advancing innovations, a complete portfolio of ingredients and solutions to meet any taste, and a commitment to sustainability, we give customers an edge in solving the nutritional challenges of today and tomorrow. Were a global leader in human and animal nutrition and the worlds premier agricultural origination and processing company.

Our breadth, depth, insights, facilities and logistical expertise give us unparalleled capabilities to meet needs for food, beverages, health and wellness, and more. From the seed of the idea to the outcome of the solution, we enrich the quality of life the world over. Learn more at www.adm.com.

Conclusion :

Diversity, equity, inclusion and belonging are cornerstones of ADMs efforts to continue innovating, driving growth, and delivering outstanding performance. We are committed to attracting and retaining a diverse workforce and create welcoming, truly inclusive work environments environments that enable every ADM colleague to feel comfortable on the job, make meaningful contributions to our success, and grow their career. We respect and value the unique backgrounds and experiences that each person can bring to ADM because we know that diversity of perspectives makes us better, together.

We welcome everyone to apply. We are committed to ensuring all qualified applicants receive consideration for employment regardless of race, color, ethnicity, disability, religion, national origin, language, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law.