The position can be based in different European locations. Hybrid work with 50% on-site presence.
Role Type
Management role, reporting to the Group Head of Service Management, responsible for creating, implementing, and governing the Incident, Major Incident and Problem Management policies and processes for the Forvis Mazars organisation globally, including operational delivery and coordination of Major Incident Management for Forvis Mazars Group Products and Services.
Role Purpose
Responsible for the Incident, Major Incident and Problem Management ITIL Practices, ensuring an effective and coordinated set of processes are developed to be effective and efficient across all services, suppliers, and customers, utilising ServiceNow as the underpinning ITSM toolset for this purpose. You will take the role of Major Incident Manager in the event of high priority Incidents and will be responsible for driving the restoration of Forvis Mazars Technology & Digital Solutions and core services. You will be an ambassador and the primary subject matter expert for Incident, Major Incident and Problem Management, and will identify and maintain key relationships with internal and external stakeholders to continually improve the processes to support the productivity of service delivery and support, and the reputation of Forvis Mazars Service Management globally.
Role Responsibilities
Incident, Major Incident & Problem Process ownership
* Design, review, and continually improve the Incident, Major Incident and Problem Management processes to ensure they meet organisational needs globally.
* Maintain accurate and up-to-date process documentation and ServiceNow user guides for process training, adoption, and governance purposes.
* Become the Process Owner within ServiceNow for Incident, Major Incident, and Problem Management thus becoming the design authority for the process and the approver of all workflow Changes and/or enhancements.
* Define an SLA framework for Incident Management and develop supporting KPI’s.
* Monitor key performance indicators (KPIs) to assess the effectiveness of the incident, major incident, and problem management processes.
* Respond to feedback from process users and key stakeholders to identify areas for improvement.
* Ensure that all relevant staff and end users are trained and aware of the incident, major incident, and problem management processes.
* Coordinate with other process owners and key stakeholders to ensure alignment and integration with other IT service management processes.
* Generate and present reports on global incident, major incident, and problem performance to senior management on a weekly, monthly, and annual basis.
* Ensure that the incident, major incident, and problem management processes are robust, efficient, and continuously improving.
* Lead the response to Forvis Mazars Group IT Major Incidents, ensuring a MIM bridge call is initiated, and all necessary teams are engaged to ensure communication flows smoothly in order to resolve the major incidents with minimal downtime to systems and services.
* Oversee the incident and major incident management process, ensuring it is followed correctly and efficiently for correct priority and urgency categorisation for major incidents.
* Provide timely and regular updates to stakeholders, including senior management and affected users.
* Lead the coordination and work with technical teams to diagnose and resolve incidents, often involving multiple technical resolution groups.
* Conduct post incident reviews after incidents to identify root causes and implement improvements to prevent future occurrences.
* Deliver Root Cause Analysis (RCA) reports within the agreed SLA for delivery to key stakeholders.
* Manage relationships and communications with key stakeholders, ensuring their needs and concerns are addressed during and after major incidents.
* Ensure that all forms of communication are effectively used throughout the incident lifecycle, i.e. ServiceNow notifications, Teams chats, emails, etc.
* Responsible for overseeing the identification, management, and resolution of problems within the Forvis Mazars Group IT environment to prevent future incidents.
* Identification and logging of problems by analysing incident records, trends, and feedback from IT operations for Forvis Mazars Group applications.
* Conduct thorough investigations to determine the root cause of problems and document findings within ServiceNow, to aid the creation of Known Error or Knowledge articles.
* Coordinate with various support teams and stakeholder groups to ensure effective communication and collaboration during problem resolution.
* Drive the development and implementation of workarounds or permanent solutions to resolve problems.
* Review resolved problems to ensure that all necessary actions have been taken and close the problem records.
* Identification of opportunities for process improvements and implement changes to enhance problem management practices.
* Maintain detailed records of problems, resolutions, and lessons learned, and generate reports for senior leadership and executive stakeholders.
Qualifications
Skills, Knowledge & Experience
* 5+ years of recent experience in IT Service Management covering Incident, Major Incident and/or Problem Management process creation, implementation, delivery, and governance.
* 3+ years of recent experience managing Major Incidents in a large global company with various stakeholders, countries, and/or functional IT support areas.
* 3+ years of recent experience as a ServiceNow Process Owner for Incident, Major Incident, and/or Problem Management.
* 5+ years and a strong understanding of IT infrastructure, networks, and applications. Ability to diagnose and resolve complex technical issues is essential.
* ITIL V3 or 4 (Information Technology Infrastructure Library) Foundation certificate is mandatory, and higher level ITIL certifications would be advantageous.
* Certified Information Systems Security Professional (CISSP), other IT Service Management certifications, or ServiceNow ITSM training and certifications would be advantageous.
* Proven ability to lead and coordinate cross-functional teams during high-pressure situations.
* Excellent English verbal and written communication skills to effectively convey information to stakeholders at all levels.
* Strong analytical and problem-solving abilities to quickly identify root causes and implement effective solutions.
* Knowledge of incident, major incident, and problem management best practices, with the ability to continuously improve these processes.
* Ability to remain calm and focused under pressure, making sound decisions in critical situations.
* Experience in managing relationships with key stakeholders, ensuring their needs and concerns are addressed.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Accounting
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