Incident Manager

MUST HAVE:

Incident Management / Request Management / Scout Experience Analyst

• Deliver weekly status reports and a monthly retrospective report that includes:
• Trend analysis
• Insights on performance metrics
• Analyze existing Key Performance Indicators (KPIs) to assess their relevance and effectiveness in measuring success.
• Identify leading and lagging indicators related to process health.
• Detect bottlenecks in existing processes.
• Prioritize issues affecting workforce experience.
• Analyze data specific to internal lines of business, functions, applications, and assignment groups.
• Engage with the workforce through support channels (e.g., email, Slack).
• Develop test plans for new capabilities related to business processes; conduct testing/validation as needed.
• Create and update Jira stories based on findings.
• Design process flows or modify existing ones as necessary.
• Prepare data required for monthly governance routines.
• Conduct compliance activities related to Incident & Request Management including control testing and updates.