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Incident Manager
Grainger | Chicago, Illinois
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Job Description

Company Overview

Grainger is a broad line, business-to-business distributor of maintenance, repair and operating (MRO) supplies and other related products and services. More than 3.2 million businesses and institutions worldwide rely on Grainger for products such as safety gloves, ladders, motors and janitorial supplies, along with services like inventory management and technical support. These customers represent a broad collection of industries including commercial, government, healthcare and manufacturing. They place orders online, on mobile devices, through sales representatives, over the phone and at local branches. Approximately 5,000 suppliers provide Grainger with more than 1.6 million products stocked in Grainger’s distribution centers and branches worldwide.

Located downtown Chicago, Gamut is a start-up operation being launched by Grainger.  The company is developing an innovative, new e-commerce platform that will leverage technology, structured data, and customer insights to launch a successful new business. This is an exciting opportunity to help develop a dynamic organization from the ground up and explore numerous career development possibilities as the company continues to grow.


Position Description

The Incident Manager’s primary responsibilities are to lead the efforts to ensure that the problems resulting from Service call management, performance monitoring and respective changes are managed to ensure business critical systems and infrastructure are up and running to deliver the necessary solutions for Gamut.

  • Develops strategy to accurately identify, record, classify and tracking problems, change lifecycle planning and known errors
  • Oversees the Change lifecycle from request and planning through implementation and validation.
  • Manages team focused on ITSM processes and procedures
  • Drives root cause analysis (RCA) process, to include conducting review meetings, status and follow up activities
  • Compiles and reviews problem metrics to identify recurring problems, trends, and potential problem sources
  • Provides metrics reporting to management, as required
  • Ensures problem documentation is accurately maintained and follows standards

Position Requirements:

  • Problem Management and/or change control experience
  • Working knowledge of IT Service Management best practices (ITIL certification a plus)
  • Must have an in depth knowledge of service management best practices
  • Ability to manage multiple tasks, projects, and shifting workloads, in a fast paced environment
  • Must have the ability to work off hours
  • Extensive business and/or systems analysis skills that support documentation and communication efforts
  • Strong interpersonal skills; ability to work on cross-functional teams and foster the teams commitment to the tasks
  • Excellent written and verbal communication skills, with an ability to express complex problems in business terminology
  • Ability to lead and promote change in an environment of rapidly changing technologies and business processes
  • Clear understanding of Gamut’s overall business strategy
  • Strong presentation skills, with the ability to interact with various levels of management
  • Familiar with Change Management and Training requirements


EEOC Statement

Grainger is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

About Grainger

W.W. Grainger, Inc. (Grainger) distributes facilities maintenance products, and provides services and related information used by businesses and institutions primarily in the United States, Canada and Mexico to keep their facilities and equipment running. Grainger is the supplier of facilities maintenance and other related products in North America. Its operations are managed in three segments: Grainger Branch-based, Acklands - Grainger Branch-based (Acklands - Grainger), and Lab Safety Supply, Inc. (Lab Safety). Grainger Branch-based is an aggregation of the Grainger Industrial Supply (Industrial Supply), Grainger, S.A. de C.V. (Mexico), Grainger Caribe Inc. (Puerto Rico), Grainger China LLC (China) and Grainger Panama S.A. (Panama). Acklands - Grainger is the Company's Canadian branch-based distribution business. Lab Safety is a direct marketer of safety and other industrial products. (Source: 10-K)

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