Major Incident / Incident / Problem Senior / Consultant | ITSM / ITIL

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.  

Summary

Major 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.

Minimum Requirements

Major Incident / Incident / Problem Senior

• 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.  
  

Major Incident / Incident / Problem Consultant 

• 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.

Additonal Requirement: 

• 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