Incident Management Specialist

You will be part of a team that provides a high level of service to resolve difficult and uncommon IT problems at Koch. Deliver customer-centric experiences by taking ownership beyond traditional support boundaries and partnering across teams to resolve issues and ensure business partner needs are met holistically. This role requires practical application of multiple IT disciplines in support of a diverse range of enterprise businesses across Koch Inc. Strong soft skills in problem ownership, active listening, collaboration, persistence, working well with ambiguity, critical thinking, relationship management, and effective communication are essential. You will have a high degree of autonomy and be expected to use your own judgement regularly.

About the Team

The Koch Swarm team delivers enterprise-wide IT end-user support across all Koch companies globally. We are a knowledge-centered team that values thinking, learning, and contribution as much as execution. We operate in a complex environment and expect team members to think beyond the ticket to improve the environment, challenge existing ways of working, and continuously raise the standard for how support is delivered. We avoid tunnel vision, focus on root causes, and take ownership for improving outcomes—not just responding to issues.

Location: This role can be located in Wichita, KS, Atlanta, GA, or Plano, TX and requires an in-office presence with flexibility. This role is not eligible for VISA sponsorship.

Responsibilities

• Gain a deep understanding of the customer's business objectives, pain points, and operational requirements.
• Communicate and collaborate with internal teams to translate this understanding into 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 to resolve issues swiftly and effectively, ensuring customer satisfaction and loyalty.
• Gather customer feedback and insights to advocate for improvements and enhancements to services.
• Collaborate with KT Product Teams to relay customer needs and contribute to the continuous improvement of global offerings.
• Maintain accurate records of business partner interactions, feedback, and agreed-upon action plans.
• Provide regular reports to 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 KT 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.
• Experience preparing and presenting performance metrics in a stakeholder and/or leadership forum.
• 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.

Preferred 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.

Pay

At Koch companies, compensation is determined by available market data, considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Benefits

Our goal is for each employee and their families to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength. Our benefits plan includes:

• Medical, dental, and vision insurance
• Flexible spending and health savings accounts
• Life insurance, ADD, and disability
• Retirement plans
• Paid vacation/time off
• Educational assistance
• Infertility assistance, paid parental leave, and adoption assistance (eligibility criteria apply)

Specific eligibility criteria are set by the applicable Summary Plan Description, policy, or guideline, and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.

We seek to enable the best work environment that helps you and the business work together to produce superior results.