Minimum Qualifications:
Bachelor's Degree in Business, Information Technology, Information Systems, Computer Science, or related field; supplemented by four (4) years of incident management and problem management experience; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Specific License or Certification Required: Must possess and maintain a valid Georgia driver's license. IT Infrastructure Library (ITIL) service delivery process preferred certification.

Specific Knowledge, Skills, or Abilities: Good understanding of service development, management and operations industry standard. Strong communication and collaboration skills. Business and financial awareness of the impact of problems. Minimize both the number and severity of incidents and potential problems.

EXAMINATION:
The examination will consist of an evaluation of education and experience, accomplished by analysis of the application. Application must document that the applicant possesses the minimum knowledge, skills, education and experience as listed to be rated as qualified. If selected, an official, accredited college transcript is required, at time of employment, for all degrees/course work used to qualify for this position.

ALL APPLICATIONS MUST BE COMPLETED IN FULL BEFORE THEY ARE SUBMITTED. PLEASE REVIEW ALL APPLICATIONS FOR ACCURACY AND MAKE ALL CORRECTIONS BEFORE SUBMITTAL BECAUSE ERRORS CAN RESULT IN NOT MEETING THE MINIMUM QUALIFICATIONS. ADDITIONAL INFORMATION WILL NOT BE ACCEPTED AFTER ALLOCATIONS ARE RECEIVED BY THE PERSONNEL DEPARTMENT.

Purpose of Classification:
The purpose of the Incident/Problem Manager is to manage the lifecycle of all incidents and problems identify the root cause of incidents and problems identified, and minimize the recurrence of future/recurring incidents.

Essential Functions:
The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Identifies the occurrence of incidents, and categorizes/prioritizes incidents resolution, reviews all current and previous incidents and identifies problems if needed for root cause analysis, ensures normal services are restored as quickly as possible and significant operational impacts due to incidents in the IT environment are minimized.

Serves as an escalation point for high priority incidents and problems and work with support teams to troubleshoot and resolve them, monitors effectiveness of incident management, make recommendations for improvement and identifies opportunities to create documentation and procedures to support the resolution of future/open incidents, known errors and raises change requests if a functional change is required to prevent the reoccurrence of future incidents and problems.

Identifies the need for emergency changes and works with support teams to ensure they are resolved and deployed in a timely manner and develops and maintains the incident and problem management processes, and ensures that all Service Desk and Support personnel adhere to defined processes.

Uses analytical/reporting methods to assess incident management and problem management performance and performs regular reviews of the live and development environments to identify trends or underlying issues that result in problems.

Operates or uses various equipment and supplies in order to complete work assignments: operates and maintains servers, hard drives, and other equipment; operates a personal computer to enter, retrieve, review or modify data, utilizing word processing, spreadsheet, database, presentation, Internet, e-mail, or other software; and operates general office or other equipment as necessary to complete essential functions.

Communicates with supervisor, other employees, clients, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.

Additional Functions:
Performs other related duties as required.

Performance Aptitudes:
Data Utilization: Requires the ability to coordinate, manage, and/or correlate data. Includes exercising judgment in determining time, place and/or sequence of operations, referencing data analyses to determine necessity for revision of organizational components, and in the formulation of operational strategy.

Human Interaction: Requires the ability to function in a managerial capacity for a division or organizational unit; includes the ability to make decisions on procedural and technical levels.

Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate and control the actions of equipment and machinery, requiring the monitoring, adjustment, regulation, and/or setting of multiple conditions.

Verbal Aptitude: Requires the ability to utilize a wide variety of reference, descriptive, advisory and/or design data and information.

Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication and division; ability to calculate decimals and percentages; may include ability to perform mathematical operations with fractions; may include ability to compute discount, interest, and ratios; may include ability to calculate surface areas, volumes, weights, and measures.

Functional Reasoning: Requires the ability to apply principles of influence systems, such as motivation, incentive, and leadership, and to exercise independent judgment to apply facts and principles for developing approaches and techniques to resolve problems.

Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving broader aspects of organizational programs and operations, moderately unstable situations, or the direction, control and planning of an entire program or set of programs.

It is the policy of Fulton County that there will be equal opportunity for every citizen, employee and applicant, based upon merit without regard to race, color, religion, national origin, gender, genetics, age, disability or sexual orientation.

The employee benefits package is comprehensive and extensive. It includes the following :

Health programs that include HMO and PPO medical options, Dental, Vision benefits, Long Term Disability and Employee Assistance Programs
Life Insurance with the ability to purchase supplemental amounts and dependent coverage
401A retirement plan and choice of Deferred Compensation plans
Time off: 13 holidays per year
Vacation leave, sick leave, bereavement leave, emergency leave, military leave, court leave, family medical leave (FMLA) and parental leave.
Purchase of MARTA cards
Various payroll deductions, such as credit unions, savings bonds etc.