INCIDENT/PROBLEM MANAGER
Salary
$68,967.00 - $122,933.00 Annually
Location
GOVERNMENT CENTER 141 PRYOR STREET, GA
Job Type
FULL-TIME
Department
Information Technology
Opening Date
08/24/2026
Closing Date
9/7/2026 11:59 PM Eastern
Pay Grade:
20
UNCLASSIFIED POSITION
CURRENT VACANCY IN THE DEPARTMENT OF INFORMATION TECHNOLOGY
Minimum Qualifications:
Bachelors Degree in Business, Information Technology, Information Systems, Computer Science, or related field; supplemented by four (4) years of incident management and problem management experience; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Specific License or Certification Required: Must possess and maintain a valid Georgia drivers license. IT Infrastructure Library (ITIL) service delivery process preferred certification.
Specific Knowledge, Skills, or Abilities: Good understanding of service development, management and operations industry standard. Strong communication and collaboration skills. Business and financial awareness of the impact of problems. Minimize both the number and severity of incidents and potential problems.
Veterans' Preference:
Qualifying veterans will be given preference in the form of a guaranteed invitation to interview for any position to which they applied and have been found to have met the minimum qualifications. Veterans' preference provides for hiring preference on initial appointment only. To see the full Fulton County Veterans' Preference Policy and Procedure, please click here.
EXAMINATION:
The examination will consist of an evaluation of education and experience, accomplished by analysis of the application. Application must document that the applicant possesses the minimum knowledge, skills, education and experience as listed to be rated as qualified. If selected, an official, accredited college transcript is required, at time of employment, for all degrees/course work used to qualify for this position.
ALL APPLICATIONS MUST BE COMPLETED IN FULL BEFORE THEY ARE SUBMITTED. PLEASE REVIEW ALL APPLICATIONS FOR ACCURACY AND MAKE ALL CORRECTIONS BEFORE SUBMITTAL BECAUSE ERRORS CAN RESULT IN NOT MEETING THE MINIMUM QUALIFICATIONS. ADDITIONAL INFORMATION WILL NOT BE ACCEPTED AFTER ALLOCATIONS ARE RECEIVED BY THE DEPARTMENT OF HUMAN RESOURCES MANAGEMENT.
Purpose of Classification:
The purpose of the Incident/Problem Manager is to manage the lifecycle of all incidents and problems identify the root cause of incidents and problems identified, and minimize the recurrence of future/recurring incidents.
Essential Functions:
The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.
Identifies the occurrence of incidents, and categorizes/prioritizes incidents resolution, reviews all current and previous incidents and identifies problems if needed for root cause analysis, ensures normal services are restored as quickly as possible and significant operational impacts due to incidents in the IT environment are minimized.
Serves as an escalation point for high priority incidents and problems and work with support teams to troubleshoot and resolve them, monitors effectiveness of incident management, make recommendations for improvement and identifies opportunities to create documentation and procedures to support the resolution of future/open incidents, known errors and raises change requests if a functional change is required to prevent the reoccurrence of future incidents and problems.
Identifies the need for emergency changes and works with support teams to ensure they are resolved and deployed in a timely manner and develops and maintains the incident and problem management processes, and ensures that all Service Desk and Support personnel adhere to defined processes.
Uses analytical/reporting methods to assess incident management and problem management performance and performs regular reviews of the live and development environments to identify trends or underlying issues that result in problems.
Operates or uses various equipment and supplies in order to complete work assignments: operates and maintains servers, hard drives, and other equipment; operates a personal computer to enter, retrieve, review or modify data, utilizing word processing, spreadsheet, database, presentation, Internet, e-mail, or other software; and operates general office or other equipment as necessary to complete essential functions.
Communicates with supervisor, other employees, clients, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.
Additional Functions:
Performs other related duties as required.
For Applicants With Prior Military Service: We strongly encourage veterans, prior military and transitioning service members to apply. Many of the competencies and transferable skills developed through military service directly support success in this role, including:
Performance Aptitudes:
Data Utilization: Requires the ability to coordinate, manage, and/or correlate data. Includes exercising judgment in determining time, place and/or sequence of operations, referencing data analyses to determine necessity for revision of organizational components, and in the formulation of operational strategy.
Human Interaction: Requires the ability to function in a managerial capacity for a division or organizational unit; includes the ability to make decisions on procedural and technical levels.
Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate and control the actions of equipment and machinery, requiring the monitoring, adjustment, regulation, and/or setting of multiple conditions.
Verbal Aptitude: Requires the ability to utilize a wide variety of reference, descriptive, advisory and/or design data and information.
Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication and division; ability to calculate decimals and percentages; may include ability to perform mathematical operations with fractions; may include ability to compute discount, interest, and ratios; may include ability to calculate surface areas, volumes, weights, and measures.
Functional Reasoning: Requires the ability to apply principles of influence systems, such as motivation, incentive, and leadership, and to exercise independent judgment to apply facts and principles for developing approaches and techniques to resolve problems.
Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving broader aspects of organizational programs and operations, moderately unstable situations, or the direction, control and planning of an entire program or set of programs.
It is the policy of Fulton County that there will be equal opportunity for every citizen, employee and applicant, based upon merit without regard to race, color, religion, national origin, gender, genetics, age, disability or sexual orientation.
01
The answers you provide to the supplemental questions will be used to determine if you meet the minimum qualifications for this position. Your responses pertaining to specific work experience and education must be clearly shown in the areas for work history and education on your application. Your application must be completed in full before it is submitted. Please review all applications for accuracy and make all corrections before submittal because errors can result in not meeting the minimum qualifications. We do not accept additional information after your application has been received by the Department of Human Resources Management. Do you accept these conditions?
02
What is your highest level of education completed?
03
In what field of study related to this position do you possess an Associates Degree, Bachelors Degree, Masters Degree, Doctorates Degree or have earned college credits?
04
Which degree related to this position do you possess?
05
If you have received some college credits related to this position, but DID NOT receive your degree, how many college credits did you earn?
06
How many years of do you have providing incident/problem management experience?
07
If applicable, explain your response to question 6. Include the companies you worked for, the employment dates you acquired the experience indicated and a description of the duties you performed.
08
Please describe your experience managing major incidents in a complex IT environment. Include the number of years of experience, your role during the incident lifecycle, the teams involved, and how you restored services and communicated with stakeholders.
09
Please describe a recurring or high-impact technical problem you managed through root-cause analysis. Identify the methodology or tools used, the corrective actions implemented, and the measurable results.
10
What IT service management frameworks, platforms, and practices have you used? Include your experience with ITIL, incident and problem management, change management, service-level agreements, known-error records, and tools such as ServiceNow, BMC Helix, Jira Service Management, or similar platforms.
11
Please describe your experience coordinating executive communications during a major incident. Explain how you provided timely updates, translated technical information for nontechnical audiences, documented decisions, and led the post-incident review.
Required Question
Employer Fulton County
Address 141 Pryor Street
Suite 3030
Atlanta, Georgia, 30303
Phone (404) 613-6700
Website http://www.fultoncountyga.gov
| Location | Atlanta, GA |
| Salary | $68,967–$122,933 Per Year |
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