Incident/Problem and Change Manager

When you join Accurate Background, you’re an integral part of making every hire the start of a success story. Your contributions will help us fulfill our mission of advancing the background screening experience through visibility and insights, empowering our clients to make smarter, unbiased decisions.

The Incident, Problem, and Change Manager will be a critical member of the Cloud Engineering Team at Accurate Background, focused on enhancing operational stability and efficiency. This role involves leading the implementation and management of Incident, Problem, and Change Management processes to ensure seamless IT service delivery and support. The successful candidate will be instrumental in reducing incidents, mitigating problems before they escalate, and managing changes to prevent disruptions. 

Responsibilities

• Incident Management: Oversee the full lifecycle of incident management, from identification and logging through to resolution and closure. Ensure timely communication with stakeholders during incidents. 
• Problem Management: Lead the investigation and resolution of underlying problems causing incidents. Work with technical teams to identify root causes and implement preventive measures to avoid recurrence.
• Change Management: Manage the change process from proposal to implementation, assessing risks, and ensuring minimal impact on services. Coordinate with stakeholders to ensure smooth and successful change execution. 
• Continuous Improvement: Use feedback and data analysis to refine and improve the Incident, Problem, and Change Management processes. Develop and monitor KPIs to track process effectiveness. 
• Cross-functional collaboration: Work closely with various teams within the organization to ensure accurate documentation and compliance with ITIL framework standards. Provide expert guidance and training on best practices. 

Qualifications

• Minimum 8 years of experience in IT Service Management, with a focus on incident, problem, and change management within a cloud environment. 
• Demonstrated success in creating, leading, and improving ITIL-based processes. 
• Knowledge and Skills: 
• In-depth knowledge of the ITIL framework and its application in IT service management. 
• Strong understanding of cloud technologies and IT service delivery models. 
• Exceptional analytical and problem-solving abilities. 
• Proficient in using ITSM tools for managing incidents, problems, and changes. 
• Excellent organizational skills with an emphasis on detail and accuracy. 
• Outstanding communication and interpersonal skills, capable of working effectively across all levels of the organization 

Preferred Qualifications

• ITIL Certification or similar credentials in IT Service Management or demonstrated 8 years’ experience in a similar role. 
• Experience in a fast-paced, growth-oriented technology company. 
• Familiarity with agile methodologies and their application in IT operations. 
• Advanced skills in data analysis and reporting for KPIs and process improvement 

Working Conditions

• This position is a remote position based in the United States. 
• The Incident, Problem, and Change Manager may be required to work flexible hours and work on-call rotations to accommodate different time zones or urgent situations.

The Accurate Way:

We offer a fun, fast-paced environment, with lots of room for growth. We have an unwavering commitment to diversity, ensuring everyone has a complete sense of belonging here. To do this, we follow four guiding principles – Take Ownership, Be Open, Stay Curious, Work as One – core values that dictate what we stand for, and how we behave.

Take ownership.

Be accountable for your actions, your team, and the company. Accept responsibility willingly, especially when it’s what’s best for our customers. Give others every reason to trust you, believe in you, and count on you. Rise to every occasion with your personal best.

Be open.

Be open to new ideas. Be inclusive of people and ways of doing things. Make yourself accessible and approachable, and communicate with genuineness, transparency, honesty, and respect. Embrace differences.

Stay curious.

Stay curious even as you move forward. Tirelessly ask questions and challenge the status quo in your pursuit of new ideas, ways to solve problems, and to continually grow and improve.

Work as one.

Work together to create the best customer and workplace experience. Put our customers and employees first—before individual or departmental agendas. Make sure they get the help they need to succeed.

About Accurate Background:

Accurate Background’s vision is to make every hire the start of a success story. As a trusted provider of employment background screening and workforce monitoring services, Accurate Background gives companies of all sizes the confidence to make smarter, unbiased hiring decisions at the speed of demand. Experience a new standard of support with a dedicated team, comprehensive technology and insight, and the most extensive coverage and search options to advance your business while keeping your brand and people safe.

Accurate is an equal-opportunity employer and is committed to hiring talented and qualified individuals with diverse backgrounds. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Accurate will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.