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Incident Mgmt & Service Request Analyst in Rock Hill, SC at Westinghouse Electric Company

Date Posted: 2/10/2018

Job Snapshot

  • Employee Type:
  • Location:
    Rock Hill, SC
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Job ID: 26595BR

Reporting to the Global Service Desk Manager within Enterprise Service Operations, the Westinghouse Incident Manager / Service Request Lead will be responsible for ensuring that the incident management process is followed throughout the Westinghouse IT Organization. They will also be responsible for Working with the Global Service Desk Manager to create and implement Operating Level Agreements between Westinghouse Service Desk and other Westinghouse Resolver Groups to help ensure a timely resolution to incidents that are routed to level 2 and level 3 support groups. The Incident Manger will be responsible for regularly reviewing all incidents and service requests within the ITSM tool Service Now. This will include making sure that all incidents and requests are resolved according to service and operating level agreements.

Key Responsibilities (Essential Duties and Functions)
•Collaborates with Service Desk Supervisors and direct manager to review aspects for service improvement with processes and ensure that customer needs are being met.
•Provides clear ownership, resolution of incidents to agreed SLA’s and KPI’s
•Monitors all open incidents and service requests and helps move them to resolution.
•Lead/Drive cross-functional teams to satisfy escalations.
•Provide executive level status updates through the lifecycle of a major incident process.
•Drives the efficiency and the effectiveness of the incident management Service Request process
•Collaborates with the Service Now Admin to produce management information, including KPIs and reports.
•Involved in analyzing trends in shaping continuous improvement through business analytics and metrics.
•Monitors the effectiveness of incident management and making recommendations for improvement.
•Drives, develops, manages and maintains the major incident process and associated procedures. In addition, reviews and audits the process.
•Incident Manager will be the backup for the Service Request Lead
•Service Request Lead will be the backup for the Incident Manager
•Other duties as assigned

Minimum Requirements:

•Must possess a working level knowledge of Service Now to include advanced functions and reports.
•Strong fault finding/diagnostics/trouble-shooting skills.
•Excellent relationship and customer service skills.
•Strategic and tactical mindset.
•Critical thinking and problem solving skills.
•Superior verbal, written and presentation skills.
•Collaboration and team leadership abilities.
•Good organizational skills. This position requires the Incident Manager is able to prioritize his or her workload while managing customer commitment.
•Methodical approach to problem solving and attention to detail.

•Associates or Bachelor’s degree from an accredited college or university in IT is preferred or equivalent work experience.
•Must have 2-3 years of Incident Management experience.

Work Requirements
•Strong technical experience to include unified communications, data center or foundations technologies.
•Ability to work with internal executive level customers with confidence while providing and exceptional experience.
•2-5 years’ experience in a team leadership role while acting as a liaison with internal customers.
•ITIL Foundation Certification is required


Employees enjoy a comprehensive benefits package including Competitive Pay, Medical, Dental and Vision Insurance, Short Term Disability & Long Term Disability, Life & Accident Insurance, Flexible Spending Accounts, 401(k) Savings Plan, and Paid Vacation. We also offer a number of work/life programs such as flextime and a variety of training and development opportunities.


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