IT Service Management (ITSM) - Incident Management
$62.3k/y-$82k/y
2 days ago
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OnsiteFull-timeEntry
Summary
UKG is seeking an IT Service Operations Specialist for their Incident Management team in Alpharetta, GA. The role involves providing day-to-day support for customer-facing and internal cloud infrastructure incidents.
About the Role
As an IT Service Operations Specialist, you will acknowledge incoming incidents, document them in ServiceNow, lead incident response teams, and engage with global communications for status updates. You will also maintain data quality in ITSM tools and develop metrics to understand incident trends.
About You
Required:
- 3+ years of experience supporting a global 24x7x365 incident management team in a SaaS environment.
- 3+ years of technical experience at a tech company with exposure to complex customer bases.
- 1+ years of working in a Cloud environment (AWS, GCP, or Azure; GCP preferred).
- 2+ years of experience in a scrum/agile/SRE environment.
- 2+ years of experience in on-call support rotation and PagerDuty.
- 2+ years of experience with Teams, Confluence, and Share Point.
- Subject matter expertise in incident management frameworks.
Preferred:
- Experience with JIRA, ServiceNow, Salesforce, and Aha.
- Experience working in an Agile technical environment.
- Excellent problem-solving and decision-making skills.
- Ability to collaborate and build relationships with leaders across UKG.
- Willingness to work in a shift-based rotation model.
Benefits
- Comprehensive benefits package including wellness programs and tuition reimbursement.
- Customizable expense reimbursement program for various needs.
- Short-term and long-term incentives as part of total compensation.
UKG
At UKG, our purpose is people. As strong believers in the power of culture and belonging as the secret to success, we champion great workplaces and build lifelong partnerships with our customers to show what’s possible when businesses invest in their people. One of the world’s leading HCM cloud companies today, UKG and our Life-work Technology approach to HR, pay, time, and culture solutions for all people helps 80,000 organizations around the globe and across every industry anticipate and adapt to their employees’ needs beyond just work. To learn more, visit ukg.com. UKG Social Media Guidelines available at https://www.ukg.com/ukg-social-media-guidelines.
Alpharetta, GA