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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Operations and Incident Management, with a strong focus on risk assessment, operational analytics, and service health management. Proficient in utilizing ITSM platforms like ServiceNow to enhance incident response and communication processes.
Highest-signal resume keywords
IT Operations ExperienceIT Service Management (ITSM)ServiceNow ProficiencyIncident Management ExpertiseITIL 4 Foundation Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementOperational Risk AssessmentService Health ManagementAnalytical SkillsProblem ManagementContinual Service Improvement (CSI)Monitoring and ObservabilityEvent ManagementEscalation ManagementSLA and OLA Compliance
Soft Skills
Strong Verbal CommunicationWritten CommunicationFacilitation SkillsStakeholder CommunicationMentoring
Tools & Technologies
ServiceNowITSM PlatformsEnterprise Alerting PlatformsMonitoring Tools
Certifications & Qualifications
ITIL 4 Foundation Certification
Industry Keywords
Incident Management FrameworksOperational AnalyticsService DeskAvailability Command CenterRisk and Compliance Policies
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Serve as the operational bridge between the Service Desk, Availability Command Center, and Technology Support teams
- Conduct 24/7/365 international monitoring and analysis for potential incidents involving company brand, property or work sites, technology outages, employee health and safety, service providers, or severe weather
- Perform end-to-end incident management, including triage, documentation, categorization, prioritization, alerting, reporting, and After-Action Reviews
- Manage complex triage, categorization, prioritization, alerting, work assignments, and problem resolution
- Facilitate Post Incident Response and After-Action Reviews
- Mentor peers and team members
- Monitor and analyze incidents potentially impacting employees, assets, business, or brand
- Execute staff recalls as directed
- Perform critical business operations or systems application processes, procedures, and incident remediation action plans
- Manage internal communications during major incidents
- Decide when to recall senior staff
- Provide management with analysis and insight on operational analytics
- Lead incident management calls with senior leadership to remediate enterprise-impacting incidents
- Align incident management plans, processes, and procedures with current industry standards
- Facilitate training on tools and services used by Incident Managers
- Identify, measure, monitor, and control risks in accordance with risk and compliance policies and procedures
Requirements
What you’ll need- Bachelor's degree; OR 4 years of relevant education and/or experience
- Experience in IT Operations, IT Service Management (ITSM), Service Desk, Command Center, or IT Incident Management
- Ability to rapidly assess operational risk, prioritize response efforts, and escalate issues before significant service disruptions
- Experience using ITSM platforms such as ServiceNow for incident management, workflow coordination, escalation management, reporting, and operational communications
- Strong verbal, written, facilitation, and stakeholder communication skills
- Strong service health management capabilities, including correlating monitoring events, outages, service degradations, customer contacts, and incident activity
- Strong analytical skills to identify recurring incidents, operational trends, systemic risks, and improvement opportunities
- Experience driving improvements in incident response effectiveness, service restoration performance, operational communications, and escalation management
- Familiarity with monitoring, observability, event management, and enterprise alerting platforms
- Experience working within SLA, OLA, and formal ITIL-based service management frameworks
- ITIL 4 Foundation Certification preferred
- Experience serving as the operational liaison between the Service Desk and Availability Command Center
- Experience coordinating Service Desk activities and support operations within complex enterprise environments
- Experience supporting Problem Management, Continual Service Improvement (CSI), and service reliability initiatives
- Must not require visa sponsorship or immigration support now or in the future
Benefits
Comp & perks- Flexible work environment
- Relocation assistance is not available
- Comprehensive medical, dental and vision plans
- 401(k)
- Pension
- Life insurance
- Parental benefits
- Adoption assistance
- Paid time off program
- Paid holidays
- 16 paid volunteer hours
- Wellness programs
- Career path planning
- Continuing education
- Pay incentives based on overall corporate and individual performance, at the discretion of the USAA Board of Directors