This is a Contract position
Hybrid: onsite in the office 5-7 days a month, remote the 2 weeks on call.
Required Skills and Experience:
- Prior On Call Experience
- SNOW dashboard reporting experience
- Bachelor's degree in computer science or related IT field with
- 3 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management
- ITILv4 certified or demonstrate knowledge of ITIL best practices.
- Proficient in Microsoft Office Suite, emphasis on Excel and PowerPoint
This position must pass a post-offer background and drug test.
Position Summary:
This position will effectively manage the lifecycle of major incidents to the point of root cause, provide metrics on incidents and problems, and work to identify improvements that will ensure the stability of the Businesses environment, preventing incidents from reoccurring.
Position Responsibilities:
• The analyst drives the initial call of incident, not necessarily resolving the issue.
• Participate in a 7x24 on-call rotation to manage major incidents
• Ensure timely communications and updates are provided to key stakeholders for major incidents.
• Drives root cause analysis activities by conducting meetings to review major and repeatable incidents, identify areas of improvement, assign corrective actions, and monitor corrective actions to completion.
• Creates metrics and reporting for measuring corrective action success and the impact the corrective actions have by reducing mean time to resolve incidents and the number of incidents throughout the environment.
• Other projects or duties as assigned.
