This position is responsible for governing the IT Service Management processes to include Incident Management, Major Incident Management, Problem Management, Event Management, and Knowledge Management.
Ensure IT teams follow consistent, high quality processes that improve service stability, reduce downtime, and enhance user experience.
Oversee the end-to-end Incident Management process to ensure timely logging, prioritization, escalation, and resolution.
Facilitate or support Major Incident bridges and communications to stakeholders.
Ensure post-incident reviews (PIRs) are completed with actionable follow-ups.
Govern the Problem Management process, ensuring root cause analysis (RCA) is performed effectively.
Track and validate corrective and preventative actions to reduce incident recurrence.
Maintain the Known Error and Workaround repository.
Support the governance of Event Management, ensuring monitoring alerts are properly categorized and routed.
Ensure process compliance across IT teams and identify improvement opportunities.

Requirements

Bachelor’s degree or equivalent experience.
Five (5) years of experience in Service Management specifically to Incident/Problem and Event Management.
Prior experience in the utility industry is a plus.
ITIL Certification preferred.
Excellent analytical thinking, problem solving and business process optimization skills.
Competency in Microsoft applications including O365, Teams, One Drive, Word, Excel, and Outlook.
Knowledge of Agile methodology and associated tools such as Jira or ServiceNow and/or other Agile applications is highly desired.

Benefits

Eversource offers a competitive total rewards program.
Check out our careers site for an overview of our benefits programs.

Applicant Tracking System Keywords

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

Hard Skills & Tools

Incident ManagementMajor Incident ManagementProblem ManagementEvent ManagementKnowledge ManagementRoot Cause AnalysisBusiness Process OptimizationService ManagementProcess ComplianceCorrective and Preventative Actions

Soft Skills

Analytical ThinkingProblem SolvingCommunicationFacilitationStakeholder Management

Certifications

ITIL Certification