Express Scripts Incident Coordinator in St. Louis, Missouri

POSITION SUMMARY

Incident Coordinators are half of the Major Incident Management team which also consists of the Major Incident Managers. The primary duty of Incident Coordination is written communications to Sr. Leadership/Stakeholders in both technology and non-technology roles to alert them of the status of Major Incidents at Express Scripts. The Incident Manager will facilitate the call while the Incident Coordinator creates the communications and keeps all appropriate tools updated during the issue. Incident Facilitation is a secondary skill that is necessary as the individual will be called upon to facilitate a major incident on an as needed basis. Secondary duties include data/analytic skills; for the analysis and reporting of incidents for all teams in order to govern the Major Incident function of the Technology organization.

The Major Incident Management will also be responsible for identifying improvement opportunities as outputs from Major Incidents both internally/externally to our organization. Day-to-day activities could require creation of documentation, project work, and work outside of normal scope to accomplish the completion of organization improvement efforts. The Incident Coordinator could touch or contribute to all of the components of the Reliability Management space (Problem Management, Change Management, and Major Incident Management) in some capacity.

ESSENTIAL FUNCTIONS

  • Excellent written communications during active Major Incidents to stakeholders and affected users
  • Ability to quickly make adjustments to communications during high stress situations
  • Keeping dashboards and notes up to date during active Major Incidents
  • Be able to lead calls, facilitate Major Incidents when needed
  • Lead onboarding operations into the EOCC

Other Duties

  • Manage, maintain, and contribute to reports of technology partners
  • Gathers data from Service Now for analytical purposes
  • Lead operational improvement efforts through personal projects
  • Analysis of Change Requests to identify gaps
  • Identification of recurring issues from Incident Reports
  • Creation of reports for playbook/process status

QUALIFICATIONS

  • Bachelor’s degree in related field or 8 to 11 years of experience.
  • 2-5 years relevant experience with Bachelor’s Degree or Master’s degree and 0-3 years of relevant experience.
  • 1 - 5 years of direct IT work experience in a support role
  • Ability to work 24x7 in a rotational on call schedule (1 week on call every 6 weeks)
  • The Applicant must demonstrate Intermediate to strong working knowledge of:Required Skills

  • Excellent written and oral communication skills

  • General IT knowledge of high level troubleshooting and configurations
  • Ability to work alone and/or function as Manager on Duty in absence of on-site leadership
  • Project leadership capabilities

  • Desired Skills

  • Knowledge of Enterprise level technology configurations/troubleshooting

  • Web Servers

  • Midrange
  • Network
  • Application
  • Database
  • Mainframe
  • ServiceNow
  • Tableau
  • SQL Reporting

ABOUT THE DEPARTMENT

Do you enjoy making things work seamlessly and figuring out ways to improve functionality? Do you have a knack for automating processes? Be a part of our team that focuses on reliability and keeping our systems running. From data centers to servers, this talent is relied on to create and maintain critical platforms for the organization. If this is your skill set and you want to be at the center of work that impacts 83 million Americans, explore our opportunities.

ABOUT EXPRESS SCRIPTS

Advance your career with the company that makes it easier for people to choose better health.

Advance your career with the company that makes it easier for people to choose better health.

Express Scripts is a leading healthcare company serving tens of millions of consumers. We are looking for individuals who are passionate, creative and committed to creating systems and service solutions that promote better health outcomes. Join the company that Fortune magazine ranked as one of the "Most Admired Companies" in the pharmacy category. Then, use your intelligence, creativity, integrity and hard work to help us enhance our products and services. We offer a highly competitive base salary and a comprehensive benefits program, including medical, prescription drug, dental, vision, 401(k) with company match, life insurance, paid time off, tuition assistance and an employee stock purchase plan.

Express Scripts is an equal opportunity employer/disability/veteran

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