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Incident Management Consultant

We are currently accepting resumes for an Incident Management Consultant in La Vergne, TN.
The selected candidate will perform the following duties:
- Serves as the central point of contact for 3PL Client IT issues
- Coordinates the resolution of IT issues, assigning appropriate tasks to resolve the issues
- Manages the Ticketing System and coordinates internal and external customer communications
- Brings closure to business issues that are within the scope of the assignment
- Assists in broader issues of resolution when the scope of the problem exceeds the assignment bounds
- Assess and/or obtains business impact resulting from IT outages or issues and communicates to appropriate resources
- Facilitates Root Cause Analysis discussions to bring closure to Client incidents
- Responsible for facilitating Corrective and Preventative action discussions
- Sensitivity to accuracy, timeliness, and professionalism in all activities is imperative
- Responsible for responding to all Client issues, major implementations, new functionality testing and coordination, and being the face of IT to our Clients; these issues can come from the Account Executives, Customer Operations, Customer Services, EDI vendors, or the Clients
Required Skills and
Experience:

- Bachelor's degree in Business Administration, IT/Computer Science, Communications, Project Management or 5 years (minimum) of experience in a Incident/Problem Management environment
- Proficient in all Microsoft Office programs, including Microsoft Project and the MS Visio Problem Ticketing program
- Ability to track and report on project tasks and status
- Problem/Incident Management experience
- Strong Customer Service skills
- Excellent communication
- Microsoft Exchange/Outlook experience
- Ability to gather requirements
- Flexible and has the ability to re-prioritize as needed, as well as know the appropriate escalation techniques and paths
- Ability to work with multiple business units and departments including management
Preferred Skills and
Experience:

- SQL knowledge, EDI or Supply Chain experience
- Project Management experience and/or certification
- Knowledge of SQL scripts and how they work
UNICON International, Inc. is an Equal Opportunity Employer.

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