New

IT Incident and Reporting Manager

YOH Services LLC
401(k)
United States, Massachusetts, Boston
155 Federal Street (Show on map)
Jun 23, 2026
IT Incident and Reporting Manager - must be local to Boston Candidates must be able to work directly on a W2 without sponsorship. NO C2C! Client: Northeastern University* Location: hybrid 3 days onsite in Boston Duration: 7 month contract (potential to extend) Pay Rate: $33-37/hr (contingent on experience) The Division of Information Technology Services (ITS) is currently seeking a talented individual to fill the role of Incident and Reporting Manager. This position will be an integral part of the team to help identify areas of opportunity, trends in demand/traffic, and improve our internal workflows to deliver the best experience as relates to the lifecycle of Incidents, Requests, and other tasks within the environment for the Northeastern community. You will be an important seat at the table to help us build out reporting, identify trends/pain-points, and stay current on all changes and planned maintenance. This role will ensure all teams within ITS have the proper knowledge, training, and resources to be successful in supporting the community and the services we provide. The Incident and Reporting Manager will also serve as the first-line Major Incident Coordinator. This role would be responsible to start a conference bridge, collaborate with service managers and communications teams, and guide the team to resolution as quickly as possible during the course of a major incident (e.g. an outage to a critical university system). This role will also conduct post incident reviews to inform improvements to technology and process and to minimize the ongoing risk of future disruptions to service. 1. Minimum Qualifications The ideal candidate will have 5+ years of ITSM and Reporting experience, higher education experience is a plus. ITIL, ServiceNow, or other ITSM related certifications are preferred An understanding of ServiceNow/ITIL concepts with a passion for providing an end user an optimal service experience is required. The position also requires a logical and structured approach to improving and optimizing our services and the processes that support them. Proven experience with the creation and/or management of KPIs, SLAs and related reporting. Must be able to create and update meaningful reporting leveraging ITSM metrics, technology usage statistics, call center software, and data from incidents and requests. Interest in and proficiency with learning new technologies that are needed to support the university community. Excellent interpersonal, communication, facilitation and organizational skills are required. Flexibility is required as this role will serve as Major Incident Coordinator for Major Incidents that occur 24x7. The ideal candidate should possess skills in operating and optimizing processes using metrics and reporting. You will need to be detail-oriented and able to collaborate with different members of the community. to ensure that essential services are provided to the university community, the incumbent may be required to work outside his/her regular working hours and university holidays - especially as outages arise. CORE Competencies Service Excellence Anticipates needs, follows through reliably, and consistently delivers a high-quality experience to every stakeholder. Collaborative Partnership Builds trust across teams, navigates diverse perspectives with empathy, and drives alignment through inclusive communication. Analytical Thinking Synthesizes information from multiple sources, identifies patterns, and translates findings into clear, actionable insights. Discretion & Integrity Handles sensitive information with the highest level of confidentiality and models ethical conduct in all interactions. Adaptability & Initiative Thrives in a fast-paced, evolving environment; proactively identifies problems and pursues solutions without waiting to be directed. Growth Mindset Embraces learning opportunities, seeks feedback, and actively invests in personal and professional development. 2. Among the key duties of this position are the following: Investigate and help guide compliance of procedures, data, and policies for the Incident/Request/Task platform within ITS. Ensure that the design aligns with needs of the business, services owners, and support staff. Audit performance against KPIs to tell a story around ways to enhance the overall experience. Identify workflow improvements driving issue resolution. Investigate and identify process breakdowns/opportunities Act as a resource for the organization to increase better understanding of ITSM defined processes and roles. Evaluation, Consultation and Project Participation and Implementation Participate in planning and execution of support for the community. Support service transition activities. This includes writing documentation; defining self-service, service desk and escalation procedures; proactive analysis of service implementation impact on both the user community and support staff to identify improvement opportunities. Analyze new solutions and provide recommendations for further analysis and impact. Train ITS teams regarding new procedures. Reporting Define reports and regular insights for the team and ITS Leadership based on defined metrics Identify key metrics to tell a story about the customer experience and how each ITS area supports that overall experience. Highlight areas of opportunity/gaps in knowledge based on reporting and feedback. Major Incident Coordinator Continue to drive the Major Incident (MI) process and better define roles and processes. Act as first-line MI Coordinator as outages arise. Estimated Min Rate: $33.00 Estimated Max Rate: $37.00 What's In It for You? We welcome you to be a part of the largest and legendary global staffing companies to meet your career aspirations. Yoh's network of client companies has been employing professionals like you for over 65 years in the U.S., UK and Canada. Join Yoh's extensive talent community that will provide you with access to Yoh's vast network of opportunities and gain access to this exclusive opportunity available to you. Benefit eligibility is in accordance with applicable laws and client requirements. Benefits include: Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week) Health Savings Account (HSA) (for employees working 20+ hours per week) Life & Disability Insurance (for employees working 20+ hours per week) MetLife Voluntary Benefits Employee Assistance Program (EAP) 401K Retirement Savings Plan Direct Deposit & weekly epayroll Referral Bonus Programs Certification and training opportunities Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply. Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Visit https://www.yoh.com/applicants-with-disabilities to contact us if you are an individual with a disability and require accommodation in the application process. For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. By applying and submitting your resume, you authorize Yoh to review and reformat your resume to meet Yoh's hiring clients' preferences. 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