INCIDENT & REQUEST MANAGEMENT SPECIALIST, AMERICAS

About Us

WSP is a global leader in engineering and professional services. We pride ourselves on delivering innovative solutions to our clients and maintaining a robust IT operation to support our employees worldwide. In order to achieve the priorities and enablers defined for IT Services in support of the business strategy, IT is undertaking a global transformation program. This role is part of the Americas Hub, reporting to the IT Service Manager.

Position Summary

The Incident & Request Management Specialist ensures the effective handling of Incidents and Requests by operations in order to improve business productivity and enhance user-experience.

Job Responsibilities:

Responsibilities of this role include (but are not limited to):

Support the ticket management processes, liaising with Service Desk queue managers to coordinate efforts for the resolution of Incidents and the fulfilment of Requests in accordance with Service Levels.

Interface with Assignment Group Managers to ensure across team coordination where required and remove roadblocks to effective ticket handling, e.g., prevent multiple ticket reassignments, avoid tickets being assigned back to Service Desk for more information, educate to ensure the correct information is recorded in tickets to aid resolution, ensure correct application of ‘3-strikes rule’, reduce ticket backlogs, etc.

Ensure ‘Best Practice’ is followed to ensure effective tickets updates to end-users, correct behaviours and drive improvements where required to ensure a positive user-experience.

Ensure the operational teams are documenting and sharing Knowledge with the Service Desk to drive up first contact resolution.

Prioritise escalations for Incidents & Requests, ensure effective communication and engagement with end-users.

Act as a point of contact for ‘Excom’ level escalations that may be triggered through Business Partners or direct to Hub Leaders (for example).

Own service complaints, address through the appropriate channels and ensure effective follow-up/engagement.

Follow-up on C-SAT feedback to address issues on behalf of users and/or to share positive feedback in alignment with ITSM practices.

Ensure effective Incident Management communication is in place and effective using standardized templates for consistency (for both IT and end-user communications).

In support of Assignment Group Managers and assignees, make sure Incidents are reprioritized as required as the impact and/or urgency of an issue increases (and vice versa).

Through local governance and by preparing detailed operational metrics analysis, (using PowerBI dashboards as the single source of truth), highlight operational gaps and issues that require focus, ensure these are addressed as required.

Where processes and/or operating procedures may need adjusting to drive improvement, raise as required to ITSM Practices and provide feedback/inputs as necessary.

Support transitional activities as required as operations are internalized.

Skills and Qualifications:

Required

A clear understanding of the ITIL framework and an ability to apply ITIL principles within an IT service management environment, ITIL qualification as standard.

4-6 years of experience working in an ITIL aligned operational role (Incident Management or similar).

Solid knowledge and experience of ServiceNow.

Enthusiasm and dedication to drive continual improvement and, or change.

Excellent analytical and communication (both verbal and written) skills.

Experience of working to (and exceeding) Service Level Agreements.

Process orientated with a methodical and planned approach to achieving goals.

Ability to quickly gain the confidence of the business and colleagues through building efficient working relationships and by exhibiting excellent communication and influencing skills.

Be comfortable with ambiguity, thrive on change and engender a collaborative approach.

Act as an advocate for the IT Organisation both externally and internally.

Excellent written and spoken English is required, with additional competency in French or Spanish as an asset.

Preferred

Bachelor’s degree in Information Technology or a related field.

WSP Benefits

WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.

Compensation

Expected Salary (all locations): $90,000 - $125,000

WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.

About WSP

WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.

www.wsp.com

WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.

At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?

WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.

The selected candidate must be authorized to work in the United States.

NOTICE TO THIRD PARTY AGENCIES:

WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.