Incident Management Specialist

Incident Management Specialist
Request ID: 91345-1
Pay rate - $45.00 - $50.00
Location: San Jose CA
Duration: 6-12 MONTHS

Introduction

The role involves managing and resolving incidents related to Business Applications within the supply chain domain, specifically reverse logistics and parts management. The specialist will serve as the primary point of contact for supply chain application users and collaborate closely with the IT department. The role requires adherence to defined SLAs and ITIL best practices, operating within a 24x7 monitoring and support environment to minimize business impact through effective communication and escalation management.

Required Skills & Qualifications

• At least 2 years of hands-on experience in live (production) applications support and incident management.
• Proficiency with ServiceNow or similar platforms.
• Knowledge of ITIL incident management processes and best practices.
• Strong communication skills for effective collaboration with users and IT teams.
• Ability to work in a 24x7 operational environment with shift flexibility.
• Experience with escalation management and handling high-impact business issues.
• Proficient with technologies including Pega, Salesforce, and Oracle E-Business Suite (Order Management, Inventory Management, and Shipping Processes).
• Intermediate SQL skills preferred for querying databases.
• Customer service-oriented mindset with commitment to SLA adherence.
• Strong analytical, detail-oriented, and documentation skills.
• Proactive in identifying process improvements and automation opportunities.
• Ability to work independently and as part of a cross-functional team.
• Prior work experience at client or in client's industry.

Applicants must be able to work directly for Artech on W2.

Preferred Skills & Qualifications

• Pega (Certified System Architect preferred).
• Salesforce (Certified Administrator preferred).
• Exposure to Spare Parts Planning and Repair Depots Operation, and Spare Parts Planning Applications.
• Experience with B2B technologies (including MuleSoft, API integration, RosettaNet PIPs, and Data Transfer Gateways such as E2Open).
• Certification in ITIL or related incident management frameworks is advantageous.

Day-to-Day Responsibilities

• Act as Level 1 (L1) supporting users by timely accepting, acknowledging, and analyzing incidents (support tickets).
• Maintain active status on the incident management platform and communication channels during work hours.
• Engage directly with users upon incident receipt; document detailed case notes with full names and update business impact.
• Create Level 2 (L2) incidents promptly to engage IT teams (when needed) and update with initial analysis, ensuring accurate and detailed documentation.
• Coordinate with IT for estimated time of arrival (ETA) and validate or resolve IT cases returned promptly, or route back to IT if necessary.
• Meet with users before case closure to confirm resolution and document Minutes of Meeting (MoM).
• Use case resolution templates for closure communication; update resolution domain, action, area, notes, and close tags communication.
• Escalate cases pending resolution beyond defined thresholds to escalation management and IT teams per escalation protocols.
• Participate in Emergency Operations Center (EOC) bridges and represent operations.
• Monitor alerts 24x7x365 and take necessary actions to restore operations.
• Perform weekly case audits and report findings to the Incident Management team.
• Support Incident Management with escalated cases to ensure prompt resolution.
• Identify and implement process improvements, automation opportunities, and efficiency gains.
• Create and maintain Knowledge Base documentation and coordinate reviews with support readiness.
• Participate in acquiring application fixes and enhancements training, perform User Acceptance Testing (UAT), and report outcomes.
• Arrange for backup agents during absences and perform special assignments as needed.

Company Benefits & Culture

• Comprehensive health and wellness benefits.
• Opportunities for professional development and growth.
• Collaborative and inclusive work environment.

For immediate consideration please click APPLY to begin the screening process with Alex.