Incident Manager - night shift, remote

The Incident Manager is responsible for the administration, support, implementation, maintenance, and optimization of IT Service Support application(s), used by the MoneyGram organization for Incident, Problem, Request, and Change Management. The incumbent instructs others regarding the use and capabilities of the software, creation of documentation to facilitate efficient and proper use, and identification of key performance indicators that will present quantitative feedback to affect proactive solutions. The incumbent is also considered the application owner for IT service support and will be responsible for driving improvements in the tool(s), working with vendors to facilitate upgrades and following industry best standards where possible and appropriate. What you will get to do: Provide day-to-day administration and troubleshooting for the service support application(s). Review and implement application patches, evaluate upcoming tool versions and releases as necessary. Provide second level support for production control, applications development, quality assurance and business users. Analyze data and prepare reports covering a variety of functional areas. Apply creative thinking and analysis to develop new concepts for ongoing data into information. Create tools to track information and monitor service and/or productivity levels of various operational departments and personnel. Build custom reports, facilitate ad-hoc reporting and work with various customers to ensure service support application reporting meets business needs. Analyze, optimize, and improve IT service support application(s) functionality to facilitate established service support processes and creates documentation as needed to support these changes. Follow industry best practices where possible and/or appropriate. Recommend, develop and implement improvements. Work on technical support issues relating to the Service Support tools and software applications, interfacing with 3rd-party vendors as necessary, includes on-call responsibilities as needed. Lead, coach, and provide ongoing training to individuals in all areas of IT (including managers, directors, and VPs) in proper user of the service support application(s). Perform other duties as assigned.

MoneyGram International, Inc. is a global financial technology leader, empowering consumers and businesses to send and manage money across over 200 countries and territories. With an industry-leading app and one of the world's largest cash distribution networks, MoneyGram processes more than $200 billion annually, serving over 50 million people. A pioneer in blockchain technology, the company enables customers to buy, sell, and hold digital currencies, with over 50% of transactions now digital. Headquartered in Dallas, Texas, MoneyGram is celebrated for its strong culture, earning the Top Workplaces USA award three years in a row.