ITIL

APS•Phoenix, AZ

7d•Hybrid

About The Position

Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together. SummaryMajor Incident / Incident / Problem Senior / Consultant | ITSM / ITIL Are you passionate about driving service excellence and ensuring technology resilience in critical environments? You’ll play a key role in shaping the IT Service Management (ITSM) framework for APS—leading the processes that restore, stabilize, and continuously improve IT services across the enterprise. You’ll serve as the Major Incident Management (MIM) subject-matter expert, partnering with the Enterprise Emergency Management and IT Disaster Recovery teams to align IT incident response with APS’s broader emergency management strategy. This is a unique opportunity to blend technical expertise, leadership, and process ownership to ensure operational excellence across all IT domains. What your day would be like: Lead and coordinate Major Incident Management (MIM) activities, driving rapid resolution for high-impact IT issues. Partner with IT Disaster Recovery and Emergency Management teams to align MIM processes with enterprise-wide response plans. Develop, maintain, and standardize ITIL processes for Major Incident, Incident, and Problem Management. Facilitate post-incident reviews, root-cause analysis, and continuous improvement initiatives. Create and deliver training, tabletop exercises, and documentation to build awareness and process adoption. Collaborate with ServiceNow developers and product owners to enhance ITSM capabilities, dashboards, and KPI reporting. Produce actionable metrics and insights to measure performance and process maturity. Must have the ability to be on-call during and off-business hours including weekends and holidays to support Major Incidents. Who we’re looking for: ITSM / ITIL Professional: Deep understanding of ITIL best practices with hands-on experience in Major Incident, Incident, and Problem Management. ServiceNow Expert: Proficient with ServiceNow modules such as Incident, Problem, Change, CMDB, and Reporting; ability to translate business needs into technical requirements. Calm Under Pressure: Skilled at leading high-stakes incident calls and navigating competing priorities with confidence and clarity. Collaborative Influencer: Strong communicator who can engage everyone from technical teams to executives, fostering alignment and trust. Analytical & Process-Driven: Excellent troubleshooting, documentation, and process-improvement skills with a focus on standardization and compliance. Continuous Learner: Familiarity with Agile and DevOps principles; committed to staying current on ITSM trends and ServiceNow advancements.

Requirements

ITSM / ITIL Professional: Deep understanding of ITIL best practices with hands-on experience in Major Incident, Incident, and Problem Management.
ServiceNow Expert: Proficient with ServiceNow modules such as Incident, Problem, Change, CMDB, and Reporting; ability to translate business needs into technical requirements.
Calm Under Pressure: Skilled at leading high-stakes incident calls and navigating competing priorities with confidence and clarity.
Collaborative Influencer: Strong communicator who can engage everyone from technical teams to executives, fostering alignment and trust.
Analytical & Process-Driven: Excellent troubleshooting, documentation, and process-improvement skills with a focus on standardization and compliance.
Continuous Learner: Familiarity with Agile and DevOps principles; committed to staying current on ITSM trends and ServiceNow advancements.
BS/BA equivalency or an equivalent combination of four years relevant work experience and relevant college coursework in business, information technology or a related area.
PLUS five (5) years of progressively responsible experience where strong understanding of business unit operations, business unit systems, database design, structure, functions and work processes and experience with database tools is obtained.
BS/BA equivalency or an equivalent combination of four (4) years relevant work experience and relevant college coursework in business, information technology or a related area.
PLUS eight (8) years of progressively responsible experience where a strong understanding of business unit operations, business unit systems, database design, structure, functions and work processes and experience with database tools has been obtained.
Previous experience with the systems specific to the business area may also be required.
Demonstrated knowledge of business processes and operational knowledge including functions, procedures, processes, and computer systems.
Ability to identify process improvement opportunities, gaps, data analysis and recommended solutions which tie functional needs to technology solutions.
Demonstrated project/team experience and ability to prioritize work.
Ability to review data, see relationships and patterns, as well as possess strong analytical, communication, interpersonal and organizational skills.
Experience in managing projects and identifying and resolving issues.
Expertise in PC applications including advanced skill level in Microsoft Excel, Access, Word.
Requires proficient knowledge of emerging practices and technologies used within the business area.
Knowledge of applicable federal and state laws, regulations, and standards impacting business areas.
Demonstrated communication skills, both verbal and written.

Responsibilities

Lead and coordinate Major Incident Management (MIM) activities, driving rapid resolution for high-impact IT issues.
Partner with IT Disaster Recovery and Emergency Management teams to align MIM processes with enterprise-wide response plans.
Develop, maintain, and standardize ITIL processes for Major Incident, Incident, and Problem Management.
Facilitate post-incident reviews, root-cause analysis, and continuous improvement initiatives.
Create and deliver training, tabletop exercises, and documentation to build awareness and process adoption.
Collaborate with ServiceNow developers and product owners to enhance ITSM capabilities, dashboards, and KPI reporting.
Produce actionable metrics and insights to measure performance and process maturity.
Must have the ability to be on-call during and off-business hours including weekends and holidays to support Major Incidents.
Participates or leads projects to formulate and define business needs, system scope modifications, and objectives through research and fact finding combined with a good understanding of business functions, systems, and industry requirements.
Researches, analyzes, and resolves routine to complex business/operational problems within the business units. Interfaces with IT, Systems Analysts, or vendors to resolve issues as necessary. Follows up to ensure timely resolution of problems and ensure customer satisfaction.
Participates in or oversees analysis, planning, and implementation of enhancements to new and existing processes, which may include new systems and/or enhancements to existing systems. Ability to gather and write moderate requirements based on business needs with consideration of business goals and future needs.
Provides input and gathers functional requirements, policy/procedure interpretation, and future business system needs. For smaller projects, may coordinate assigned phases of project planning and execution, including estimating resources and tasks, creating, managing and controlling project schedules and resources.
Using quantitative metrics, analyze process designs, workflows, and suggests process improvement initiatives, which may include potential technology solutions to streamline, automate, and/or improve process efficiencies.
With limited direction, coordinates and participates in the development of effective business cases using sound cost/benefit analysis. Keeps apprised of current and emerging trends for business unit.
Provides operational support for business area and multiple systems including, but not limited to, researching and resolving system problems, gap analysis, training identification and delivery, and data integrity audits.
Writes, maintains, and supports a variety of reports or queries utilizing appropriate reporting tools. Assists in the development of standard and complex reports for business unit. Assists in the development and maintenance of standardized business reporting protocol and ensures data integrity and consistency in all reporting aspects.
May monitor and track business goals, activities, performance monitoring, and issues for an assigned unit(s) to keep management apprised of business unit activities.
Actively shares knowledge of business/technical environment, priorities, and processes to less tenured personnel.
Conducts research, performs data analysis, and reports findings through formal presentations.
Participates in project assignments as a lead or a key member. Responsible for coordinating activities within the business areas. Direct areas of project responsibility to include needs analysis, scope definition, testing strategy, implementation, and user acceptance. May support application/system training to functional users.
May be responsible for managing access, security for business systems, and ensuring appropriate data security controls including process and system documentation.
Maintains documentation of processes, guidelines, tools, procedures, and training aids required to support business unit.
May participate in the planning, development, and administration of business unit's budget functions.