IT Incident and Metrics Manager

Overview

We are CONNECTING HEALTH AND WEALTH. Come be part of remarkable.

How you can make a difference

Metrics tell the story of how IT is doing, "are we meeting expectations and within SLA's"? Track and tell that story through metrics with a heavy emphasis on data from ServiceNow Performance Analytics. Work with business and IT teams to verify or disprove assumptions with data, define goals, and then measure and report. Relationships with service areas are critical to reporting; telephony, network, database, server, and portals are just a few. Another aspect of metrics is the consolidation of IT metrics from multiple teams and sources and presenting them as a cohesive whole while looking for causal relationships. Is VPN availability related to call center queue times? Come build a mature metrics culture, incorporating reporting needs into projects as a functional and/or non-functional requirement, start with ServiceNow projects, then expand into other technological areas.

As an IT Incident and Metrics Manager, you are critical to making sure the HealthEquity incident process runs smoothly and we are restoring service within SLAs. Track, report, and follow up on incidents being run by other teammates. You will know how many incidents were reported, what the status is, and if they meet or breach our quality standards. To make sure there is consistency within the organization, you hold teams accountable for leading their queues and following processes established by yourself and your leadership. Success is defined as a controlled and predictable incident service.

What you'll be doing (Job Duties & Responsibilities)

• Create ServiceNow Performance Analytics predictive models
• Build ServiceNow dashboards for leadership, assignment group owners, and assignees to run their incidents.
• Build metrics dashboards with the goal of automation
• Create reports from the XLT to the teammate level
• Present data in meaningful, readable 'stories allowing teammates to clearly understand what is being presented
• Keep the focus of incident management on service restoration through
• Incident SLA management
• Continuous improvement of processes
• Constant training of team members
• Meet with team members regularly and understand their needs
• Lead the incident governance team
• Lead major incidents as needed
• Advocate and help drive issues that are not incidents into a non-incident ITSM process, e.g., service requests reported as an incident.
• Lead ServiceNow assignment groups (making sure those that work incidents are set up correctly in ServiceNow).
• Report system availability, growth rates, and resource consumption on a weekly and monthly basis.
• Determine correlation or causation between related data elements
• Assist with other ITSM areas, such as organizational change, as a backup team member as needed

What you will need to be successful (Skills, Knowledge, & Experience)

• 2 to 3 years ServiceNow experience, including Performance Analytics
• 3 to 5 years of Incident Management experience with increasing responsibility
• Six Sigma Certification preferred
• Understanding of ITIL
• Very proficient with MS Excel
• Demonstrated success in creating Incident process improvements
• Ability to communicate verbally and written for various levels of technical sophistication

#LI-Remote

This is a remote position.

Salary Range$78500.00 To $121500.00 / yearBenefits & Perks

The compensation range describes the typical minimum or maximum base pay range for this position. The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives as part of the total compensation package, in addition to a full range of benefits including:

• Medical, dental, and vision
• HSA contribution and match
• Dependent care FSA match
• Uncapped paid time off
• Adventure accounts
• Paid parental leave
• 401(k) match
• Personal and healthcare financial literacy programs
• Ongoing education& tuition assistance
• Gym and fitness reimbursement
• Wellness program incentives

Come be your authentic self

Why work for HealthEquity 

 

HealthEquity has a vision that by2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth. Join us and discover a work experience where the person is valued more than the position. Click here to learn more. 

 

Come be your authentic self

 

HealthEquity, Inc. is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity's applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page.

 

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Employment Type: OTHER