Incident Management Specialist

About the role

The Incident Management Specialist (IMS) plays a crucial role in providing exceptional IT support to diverse enterprises across Koch Inc. The role demands a blend of technical expertise and strong interpersonal skills, requiring the ability to work independently and collaboratively across various teams.

Responsibilities

• Gain a deep understanding of customer business objectives and operational requirements.
• Communicate and collaborate with internal teams to develop tailored solutions.
• Establish and maintain open lines of communication with global business partners, serving as a trusted advisor.
• Proactively engage in regular check-ins, status updates, and strategic discussions to build strong, collaborative relationships.
• Act as the primary point of contact for addressing any concerns, issues, or challenges raised by the business.
• Work with cross-functional teams and stakeholders, within Koch and the business, to resolve issues swiftly and effectively, ensuring customer satisfaction and loyalty.
• Gather customer feedback and insights to advocate for improvements and enhancements to our services.
• Collaborate with Koch Product Teams to relay customer needs and contribute to the continuous improvement of our global offerings.
• Maintain accurate records of business partner interactions, feedback, and agreed-upon action plans.
• Provide regular reports to necessary stakeholders, summarizing service health, satisfaction, and any potential risks.
• Contribute, own, and drive the transformation and application of consumer experience initiatives through the Visual Task Board (VTB).
• Work with Story Owners to refine stories per the Working Agreement, prioritize during Backlog Review and Grooming, and apply Economic Thinking to quantify business value.
• Ensure process improvements and value creation activities are based on business outcomes while applying economic and critical thinking with a sense of urgency to prioritize the highest value contributions.
• Demonstrate ownership and accountability as a single global team supporting the entire business through partnerships with any Koch group necessary to deliver optimized services.

Requirements

• Experience supporting both internal and external business consumers with IT related issues.
• Experience identifying and communicating technical support trends within an enterprise environment.
• Demonstrated experience working within the concepts of IT Infrastructure Library (ITIL) framework.
• Experience building coalitions with different support teams for escalated issues and facilitating resolution from request to completion.
• Experience with Software Development Lifecycle (SDLC) best practices and Agile frameworks.

Qualifications

• Experience working on process improvement or optimization initiatives.
• Experience collaborating with global teams.
• Experience with Active Directory, SCCM, Office 365, Windows 10 / 11.
• Experience in Cloud (AWS EC2/Workspaces), Network support, Application support.
• Experience in scripting/programming/automation.
• Experience identifying and driving consumer experience improvements.
• Experience in business meeting facilitation and/or public speaking.

Skills

• Strong problem ownership, active listening, collaboration, persistence, working well with ambiguity, critical thinking, relationship management, and effective communication.
• High degree of autonomy and use of own judgement regularly.

Benefits

Our comprehensive benefits package includes medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region.

Pay

Compensation details are confidential and will be shared with candidates after a conditional offer of employment is made.

Schedule

This role requires an in-office presence with flexibility.