Cennox

IT Incident Manager

Cennox

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

ERP

About the role

  • Monitor and triage all incoming support requests logged in various IT tracking systems (e.g., Freshservice, custom issue log, direct requests from stakeholders)
  • Validate request completeness and ensure all required details are captured
  • Assess each incident for severity, business impact, and completeness
  • Determine appropriate priority based on facts provided in the incident
  • Identify incidents vs. enhancements and route accordingly
  • Assign incidents to the proper resource or team (IT Support, 3rd Party Partners, ERP/Business Applications)
  • Confirm resolution quality, validate with requestors, and keep incident tracking systems clean by closing tickets
  • Analyze incident trends, root causes, and recurring issues; propose problem management initiatives
  • Partner with teams to improve incident prevention, monitoring, alerting, and automation
  • Work across all areas of IT: traditional IT support (end-user, infrastructure), software development (applications, integrations), and ERP configuration/support
  • Collaborate with Product Owners and Business Analysts to align incident handling with business priorities

Requirements

  • 3–5+ years of experience in Incident Management or Service Desk
  • Strong understanding of ITIL concepts (Incident, Problem, Change, SLA, Priority/Urgency, CMDB)
  • Proven ability to assess severity, business impact, and ROI to prioritize effectively
  • Excellent communication skills with the ability to coordinate across technical and non-technical stakeholders
  • Strong organizational skills and attention to detail; comfortable managing multiple concurrent incidents
Benefits
  • Rewards for hardworking, innovative, and dedicated employees
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Incident ManagementService DeskITILProblem ManagementChange ManagementSLACMDBIncident TriageIncident AnalysisIncident Resolution
Soft Skills
CommunicationOrganizational SkillsAttention to DetailCoordinationPrioritizationCollaborationStakeholder ManagementAnalytical SkillsProblem SolvingMulti-tasking