Are you looking to be in a workplace where colleagues inspire one another? Are you interested in competitive and impactful benefits? Do you prefer a hybrid work model and flexible work arrangements?

As the Incident Manager, RelativityOne Service Delivery you will be responsible for the Incident Management capability. The Incident Manager plays a key role in the customer experience and availability / performance of the Relativity One SaaS platform.

Responsibilities:

• In cooperation with leaders in the RelativityOne Service Delivery team, design and set strategy for the Incident Management capability
• Design, plan, and manage the Incident Management operating model and associated processes and procedures
• Monitor the effectiveness of incident management, make recommendations, and drive the continuous improvement of the incident management capability
• Coordinate and optimize interfaces between incident management and the other service management processes to ensure consistent and effective running of Service Delivery
• Interface and collaborate with Customer Service, Product Management, and Software Engineering teams
• Create and maintain process documentation
• Design and maintain the incident management systems and tools
• Define metrics and help build associated reports and dashboards
• Develop and deliver training

Preferred Qualifications:

• 3 + years related experience
• ITIL Foundation Certification (V3 or greater)
• Possess high-level knowledge and proficiency in project management methodologies and tools, resource management practices, and change management techniques
• Demonstrated ability to work with multiple stakeholders and prioritize requests
• Organized, flexible and able to juggle multiple priorities in a fast-paced and ever-evolving environment.
• Strong leadership, communication and interpersonal skills. You can build strong and fruitful relationships with staff members, internal stakeholders and external parties.
• Meticulous, results-oriented and able to see projects and initiatives through from inception to final delivery, often in short time frames.
• Team player and able to wear multiple hats to meet various demands and needs from stakeholders.
• Analytical, efficient and a quick thinker.
• Strong documentation skills.
• Experience in a SaaS environment.

Minimum Qualifications:

• Experience as a process practitioner or process manager for 3 to 5 years working experience in various areas of operational IT services
• Bachelor's degree or equivalent work experience
• #LI-Remote

Relativity is a team of passionate people always looking to grow and make our product and customer service the best it can be. Our team members come from diverse backgrounds with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they’re empowered to be their full, authentic selves, regardless how you identify.

So, please come as you are. We can’t wait to meet you

Comprehensive health, dental, and vision plans

Parental leave for primary and secondary caregivers

Flexible work arrangements

Two, week-long company breaks per year

Unlimited time off

Equity program

Training investment program

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.