IT Incident Management Administrator

Why Work For Us?

• Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
• 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period
• Benefits – Medical, Dental, Vision, wellness program and more!
• Paid Holidays
• Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities.
• Collaborative Environment – AAA will value your contribution to providing exceptional service to our members
• Free AAA Classic Membership
• AAA Product Discounts
• Tuition Reimbursement Program

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At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life’s roadblocks. We believe everything you do outside of work adds to who you are at work. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

SUMMARY

The IT Incident Management Administrator is responsible for managing the lifecycle of IT incidents, ensuring timely resolution, effective communication, and adherence to established processes. You will play a critical role in minimizing business disruption and maintaining the stability of our IT services. The ideal candidate possesses a strong technical foundation, excellent communication skills, and a proven ability to manage incidents effectively in a fast-paced environment.

ESSENTIAL FUNCTIONS

• Take ownership of IT incidents from detection through resolution, coordinating with technical teams and stakeholders to ensure timely and effective remediation.
• Act as a primary point of contact for incident-related communication, keeping stakeholders informed of progress, impacts, and resolution timelines.
• Prioritize incidents based on severity, impact, and business criticality.
• Facilitate incident resolution by engaging the appropriate technical teams, coordinating troubleshooting efforts, and escalating issues as needed.
• Conduct post-incident reviews to identify root causes, contributing factors, and areas for improvement in incident response processes.
• Develop and maintain comprehensive incident documentation, including timelines, actions taken, and resolution details.
• Contribute to the ongoing improvement of incident management processes, ensuring alignment with industry best practices (e.g., ITIL).

KNOWLEDGE AND SKILLS

• Technical Acumen: Solid understanding of IT systems, infrastructure, applications, and common technical issues.
• Communication and Collaboration: Excellent communication skills to effectively interact with technical and non-technical stakeholders, provide clear and concise updates, and manage expectations during incidents.
• Incident Management Best Practices: Deep understanding of incident management processes, including incident lifecycle management, escalation procedures, and root cause analysis. Familiarity with ITIL framework is highly desirable.
• Problem-Solving and Analytical Skills: Strong analytical and problem-solving abilities to assess incident impact, identify potential solutions, and drive effective resolution efforts.
• Process Orientation: Ability to follow established processes and procedures, while also identifying opportunities for improvement and contributing to process enhancements.

EDUCATION, COMPETENCIES, CERTIFICATIONS/LICENSES

• Minimum Qualifications
  • Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
  • 6 years of experience in an IT support or incident management role.
  • Experience with incident management and ticketing systems.

• Preferred Qualifications
  • ITIL v4 Foundation certification.

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