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Incident and Change Management Specialist
2 months ago
Kuehne + Nagel AS is seeking a highly skilled Incident and Change Management Manager to join our team. As a key member of our IT department, you will be responsible for driving customer satisfaction through the delivery of quality and timely service.
Key Responsibilities- Incident Management: Manage complex and critical incidents from initiation to resolution, ensuring adherence to defined incident management processes and service level agreements (SLAs). Collaborate with cross-functional teams to resolve incidents efficiently.
- User Expectation Management: Proactively manage user expectations by providing timely and accurate updates on incident progress, potential impact, and expected resolution times. Maintain open lines of communication with users, demonstrating empathy and professionalism.
- Change Management: Facilitate the change management process by ensuring that all changes are planned, reviewed, approved, and implemented efficiently and in accordance with established procedures. Collaborate with change owners and stakeholders to assess change impacts, risks, and dependencies.
- Continuous Improvement: Stay abreast of industry best practices and emerging trends in incident and change management. Collaborate with relevant stakeholders to implement changes and enhancements that optimize incident and change management practices and contribute to overall service improvement.
- Technical Expertise: Possess a strong working knowledge of ITIL methodologies and hands-on experience in implementing incident and change management best practices. Proficiency with a broad spectrum of IT tools and systems, including Active Directory, Microsoft Exchange, M365, Intune, Active Roles, MDM management, and remote support platforms.
- Certifications: ITIL Foundation certification (or higher), along with certifications like ITIL Practitioner or Change Management, is highly preferred.
