InComm

IT Communicator

US-GA-Atlanta
Type
Full-Time

Overview

Leveraging deep integrations into retailers’ point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution worldwide. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers. With 186 global patents, InComm is headquartered in Atlanta with a presence in over 30 countries in North and South America, Europe and the Asia-Pacific region. Learn more at www.incomm.com or connect with us on www.twitter.com/incomm, www.facebook.com/incomm, www.linkedin.com/company/incomm or www.incomm.com/blog.

 

About This Opportunity

Incomm is seeking an IT Communicator to support the 24 x 7 x 365 ITOC.  This position is 2nd shift over the weekend support.  This is an excellent opportunity to participate in major incidents and learn more about the Incident Management process.  

Responsibilities

  • Participate in major incident bridges. 
  • Report major incidents to internal stakeholders, management, and executive leadership.
  • Report major incidents to external partners and invested parties as determined by the Incident Manager on duty.
  • Provide updates during major incidents until restoration.
  • Participate in drills to simulation major incidents. 
  • Host and attend meetings that are relevant to the Incident Management process.
  • Contribute to projects and work efforts that are relevant to the Incident Management process.
  • Compose incident, maintenance and other IT communications for both technical and non-technical audiences.
  • Participate in continual process improvement to streamline existing processes and implement new ones where appropriate to reduce time to resolution and create a better customer experience.
  • Work with a global team to open, track, triage, prioritize, document, escalate and communicate timely and accurate status and reporting. 
  • Communicate with technical and non-technical internal and external customers both verbally and written to provide clear, concise status updates, requests for assistance and directions for next steps.
  • Coordinate with partner teams to improve process flows, reduce time to resolution and ultimately improve the customer experience.

Qualifications

  • Bachelor's degree in a relevant field, an Associate’s degree in a relevant field and at least two years of work experience, or equivalent work experience.
  • Excellent verbal and written communication skills.
  • Great organization and presentation skills.
  • Proficiency in Microsoft Outlook and Microsoft Office tools (Word, Excel, and PowerPoint).
  • Ability to effectively interface and communicate with IT resources, business contacts, and clients.
  • Ability to work effectively with others in a team environment.
  • Ability to remain calm and work effectively in all situations.
  • Ability to work within and lead cross-functional teams.
  • Ability to work flexible hours and be available on-call in a 24 x 7 x 365 environment.
  • Experience working within an IT Service Management (ITSM) framework and ITIL v3.
  • Experience working a ServiceNow environment is a plus.
  • Experience handling PCI, HIPPA and PII data is required.
  • The ideal candidate has near expert level communications skills.

 

 

 

InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

 

*This position is eligible for the Employee Referral Bonus Program - Tier 3

 

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