The Incident Management Analyst is responsible for the overall coordination of the incident management process, when there are major incidents. This role is also responsible for the coordination of the investigation onto root cause, identifying workarounds and following up for permanent resolution. Will be involved in the planning and managing support for incident management tools and processes and will be maintaining incident/problem management processes and procedures. Will review incident data to analyze assigned problems, prioritize, determine resolution as well as root cause and then create formal incident report.
Qualifications required:
• 2+ Years’ experience designing and executing incident/problem management processes.
• 2+ Years’ experience with an IT Service Management ticketing system.
• 1+ Years’ Service Now Experience
• 2+ Years of NOC Experience
• Must be process driven, detail oriented and organized in both thought and practice
• Excellent verbal and written communication skills
• Excellent active listening skills
• Strong analytical and problem-solving skills
Qualifications desired:
• Must have a professional demeanor and the ability to effectively work with internal and external customers, vendors and staff
• Ability to work under pressure and handle conflicting priorities
• Excellent time managements skills
• Experience with technologies
• Evidence of strong documentation skills
• Project management and MS Office experience a plus
**Hybrid, onsite 2 days per week
**On call rotation between 3 team members – every 3rd week (Monday to Monday)
