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ITSM Practitioner

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Job ID: 4671287
Updated: Yesterday
Geographic Location: HomeOffice
Department: Service Operations Center
Full/Part Time: Full-Time
Shift: Days/Afternoons
Standard Hours: 40

Job Summary

General Purpose:

The Incident Manager is an exempt position that serves as a focal point of contact for escalated IT issues which may significantly affect business operations.  Incident Manager is responsible for identifying, communicating and following up on business issues for incident resolution and to avoid adverse impact. Additional responsibilities will include providing continuous, real-time follow-up, and reporting on incidents on an on-going basis.

Essential Functions & Responsibilities:

Mercy Health is a not-for-profit healthcare delivery system committed to the mission of extending the healing ministry of Jesus by improving the health of our communities with emphasis on people who are poor and under-served.   It is expected that all of the Essential Functions and Responsibilities identified below will be performed in a manner that reflects the values of Mercy Health, which are:  Excellence, Human Dignity, Justice, Compassion, Sacredness of Life, and Service.

  • Analyzes incidents to identify service restoration actions to be taken
  • Assists with classification and prioritization of incidents
  • Assists others with identifying the impact of incidents
  • Takes incident resolution actions to restore service to customers
  • Monitoring Incident details, including the Configuration Items affected
  • Incident investigation and diagnosis (including resolution where possible)
  • Detection of possible Problems and the assignment of them to the
  • Problem Management team for them to raise Problem records
  • The resolution and recovery of assigned Incidents
  • Participation in audit activities related to the Incident Management process
  • Monitoring the status and progress towards resolution of assigned Incidents
  • Keeping affected business partners informed about progress
  • Escalating the process as necessary per established escalation policies
  • Other duties as assigned

Knowledge, Skills, Experience Required:

  • Bachelor’s degree in Computer Science, Information Systems, Business, or related field, and/or technical certification preferred in combination with a minimum of one to three years’ experience in information systems.
  • ITILv3 Foundations (or higher) certification
  • 3 years in an enterprise IT environment with IT logistics experience
  • 3 years’ experience in Service and/or  Relationship Management
  • Experience in ITIL Service Management processes: Asset, Change, Configuration, Incident, Problem and Release Management
  • Advanced proficiency in MS Excel and MS Access
  • Excellent written, verbal communication and statistical reporting capabilities
  • Outstanding organizational and documentation management skills
  • Strong interpersonal skills with the ability to elicit cooperation from a wide variety of sources
  • Flexible with shifting priorities
  • Ability to work independently in a team environment.


  • ITIL Managing Across the Lifecycle (MALC)
  • ITIL Expert Certification



Full-time, 40 hours per week, days, 8:00 a.m. to 5:00 p.m.

Equal Employment Opportunity

It is our policy to  abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a), prohibiting discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibiting discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin.

Benefit Summary

We’ll also reward your hard work with:

• Great health, dental and vision plans
• Prescription drug coverage
• Flexible spending accounts
• Life insurance w/AD&D
• An employer-matched 403(b) for those who qualify.
• Paid time off
• Tuition reimbursement
• And a lot more

A Catholic healthcare ministry serving Ohio and Kentucky
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Date Last Modified: 9/11/2018 4:00:00 PM