Role Description The Incident Manager oversees the end‑to‑end lifecycle of IT incidents in an enterprise environment, ensuring rapid restoration of normal service with minimal disruption to mission‑critical systems. The role coordinates cross‑functional technical teams, stakeholders, and vendors to triage, prioritize, and resolve incidents based on impact and urgency, while maintaining governance for incident logging, categorization, escalation, and communications within IT service management processes. The Incident Manager also drives continuous improvement by analyzing incident trends, facilitating root‑cause reviews, and recommending enhancements to incident workflows, tooling, and reporting in a highly regulated federal IT environment. Key Responsibilities - Lead coordination of incident response across infrastructure, application, security, and service desk teams using structured incident management workflows and ITIL‑aligned practices. - Monitor incident queues, service‑level performance, and priority matrices to ensure timely resolution of high‑impact incidents and high‑visibility service requests. - Administer and optimize IT service management (ITSM) platforms such as ServiceNow to support consistent incident recording, routing, escalation, and knowledge capture. - Conduct post‑incident reviews to identify root causes, define corrective and preventive actions, and integrate lessons learned into problem and change management processes. - Develop and maintain incident management runbooks, communication templates, and escalation paths for mission‑critical systems, ensuring clarity of roles and expectations during major events. - Interface with business stakeholders and leadership to provide clear incident progress updates, impact assessments, recovery timelines, and post‑incident reporting. - Analyze incident trend and performance metrics to recommend process, automation, and monitoring improvements that reduce recurrence and downtime. - Apply ITIL Incident Management best practices to ensure standardization, compliance, and continual service improvement across the enterprise incident‑management lifecycle. Qualifications - Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent relevant work experience. - 1–3 years of experience in IT operations, service desk, incident coordination, or related IT service management roles in enterprise or government environments. - Foundational knowledge and practical experience with incident management concepts, including impact/urgency‑based prioritization, escalation paths, and service‑level targets. - Experience working with incident management processes and tools, preferably within an enterprise ITSM platform such as ServiceNow. - Strong analytical, communication, and problem‑solving skills, with the ability to work effectively and collaboratively with technical teams, stakeholders, and vendors under time pressure. - Demonstrated ability to manage and resolve IT incidents promptly and efficiently, ensuring minimal disruption to IT services in a mission‑focused environment. - Candidates must possess a current secret security clearance. Preferred Qualifications - ITIL Foundation certification or equivalent training in IT service management frameworks. - Experience managing priority‑1 and priority‑2 incidents in 24x7 operations, including participation in an on‑call rotation. - Prior exposure to incident, problem, and change management in highly regulated federal or defense environments. Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees. EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. - All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. - All decisions on employment are made to abide by the principle of equal employment. Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions. Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

• Uses appropriate screening criteria knowledge and clinical judgment to assess member needs. • Conducts assessments to identify individual needs and develops care plan to address objectives and goals as identified during assessment. • Monitors and evaluates effectiveness of care plan and modifies plan as needed. • Supports member access to appropriate quality and cost-effective care. • Coordinates with internal and external resources to meet identified needs of the members and collaborates with providers.

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage. Functional Title: Manager II Job Title: Manager II Agency: Health & Human Services Comm Department: North Region CCL Unreg Ops Posting Number: 14992 Closing Date: 03/30/2026 Posting Audience: Internal and External Occupational Category: Community and Social Services Salary Range: $7,474.40 - $8,304.83 Pay Frequency: Monthly Salary Group: TEXAS-B-23 Shift: Day Additional Shift: Days (First) Telework: Eligible for Telework Travel: Up to 40% Regular/Temporary: Regular Full Time/Part Time: Full time FLSA Exempt/Non-Exempt: Exempt Facility Location: Job Location City: WATAUGA Job Location Address: 5117 WATAUGA RD Other Locations: Arlington; Dallas; Denton; Fort Worth; Longview; Plano; Tyler; Watauga MOS Codes: 0203,0207,0302,0520,0602,0802,1802,5502,6302,6502,7202,7208,7210,7220,111X,112X,113X,114X,16GX,41AX 611X,612X,631X,632X,641X,648X,86M0,86P0,8U000,9G100,SEI15 This position will be supervised by the Program Administrator of the Unregulated Operations Unit. This position supervises a unit of multi-regional Child Care Regulation staff who are responsible for identifying and investigating allegations of unregulated child care in accordance with Texas Human Resources Code, Texas Administrative Code, and the Child Care Regulation Policy and Procedures Handbook. The position is also responsible for supervising staff to ensure they are effectively searching for unregulated child care operations, evaluating risk to children during complex unregulated operation investigations, educating stakeholders and parents on the benefits of regulation and potential providers on the benefits of becoming regulated and making appropriate exemption decisions. The position will work closely with other agency staff to ensure the safety of children in out of home care. The position is responsible for training and planning the unit's work. The position must ensure that quality assurance standards are met and good practices are incorporated into all aspects of the unit's work. This position oversees community outreach and engagement activities educating parents and stakeholders about choosing regulated care. The position must work with unit staff to encourage and support each unit member's professional development. The position interacts with other state agency staff; state, regional, and local stakeholders; representatives from various private and public organizations; legislative staff; legal personnel; and the general public. This is a part-time telework position. Essential Job Functions: Attends work on a regular and predictable schedule in accordance with agency leave policy. Plans and manages the unregulated child care operation unit’s operations to achieve program objectives for service deliver by monitoring caseloads, consulting with staff on case issues and reviewing and approving inspection and investigation activities. (20%) Oversees the development of both short and long range goals, performance measures, procedures, and policies for the identification and inspection of unregulated child care operations. Sets clear, meaningful, challenging, and attainable goals and expectations that are aligned with the division’s overall strategic plan and management philosophy. (10%) Provides professional analysis and assessment regarding risk to children in child care settings. Develops inspection and investigation schedules, priorities and assignments, and monitors and evaluates the effectiveness and efficiency of staffing levels. (20%) Selects, hires, manages, and develops staff and evaluates unit performance through case-readings, staff performance evaluations, quality assurance reviews and other statistical reports. (5%) Oversees community outreach and engagement activities educating parents and stakeholders about choosing regulated care. Collaborates with other internal divisions to assure the agency has a cohesive approach to invest, organize, administer, and track the unregulated operations. (10%). Provides interpretation of policies related to child care operations and provides input in the development of written reports to management and external stakeholder groups regarding unregulated child care operations. (5%) Assists with establishing decision making processes related to the outcomes for inspections and investigations. Makes complex decisions regarding the identification and regulation of unregulated child care operations, investigation procedures and administrative reviews. (10%) Attends staff meetings and conferences to assist in future planning, coordination, and ongoing oversight of unregulated inspections and investigations. (10%) Maintains continuing education and current knowledge of child development, regulatory practices, health and safety, applicable laws and rules, and related fields to support the mission of Child Care Regulation. (5%) Performs other duties as assigned to maintain unit operations. Promotes and demonstrates appropriate respect for cultural diversity among coworkers and all work-related contacts. Attends work regularly in accordance with agency leave policy. (5%) Knowledge Skills Abilities: Regulatory experience in compliance with the law, rules, and policy. Excellent communication skills, both verbal and written. Ability to manage day-to-day activities within a CCR division and strategically plan and manage outcomes covering a large geographic area. Ability to develop and implement techniques for evaluating and completing division functions and activities. Ability to interpret and utilize data to improve outcomes and implement change, when necessary. Ability to make recommendations and implement ideas to improve division operations. Ability to supervise and evaluate the work of others. Ability to prioritize and manage multiple responsibilities. Ability to develop and strengthen community connections and partnerships. Ability to work with diverse groups of people. Ability to travel state-wide. Registrations, License Requirements or Certifications: Driver’s License Initial Screening Criteria: Bachelor's Degree or experience equivalent to a 4 year degree in the field of early childhood education, child development, family studies, criminal justice or social work. Experience in Child Care Regulation (3 years), preferred. Experience in supervision, management, mentoring, or leadership development. Experience in participating in or leading community engagement activities. Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC. Active Duty, Military, Reservists, Guardsmen, and Veterans: Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions. ADA Accommodations: In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview. Pre-Employment Checks and Work Eligibility: Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks. HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form Telework Disclaimer: This position may be eligible for telework. Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.

• Design and execute a comprehensive field sales training curriculum covering selling skills and sales process. • Develop onboarding programs for new sales hires that accelerate time-to-productivity and ensure consistent commercial standards. • Build ongoing competency development programs, including advanced selling education and mentorship frameworks. • Facilitate live, virtual, and blended learning sessions for sales representatives. • Travel to the field to deliver in-person training, conduct ride-alongs, and provide real-time coaching and reinforcement. • Collaborate closely with Sales Leadership, Marketing, and Regulatory to ensure training content is accurate, compliant, and commercially relevant. • Establish KPIs to measure training effectiveness, knowledge retention, and impact on sales performance. • Gather ongoing feedback from field teams and leadership to iterate and improve program content and delivery.