Position summary: The Incident Management Analyst is responsible for the overall coordination of the incident management process, in particular 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.

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 TCH technologies
Evidence of strong documentation skills
Project management and MS Office experience a plus

Essential Functions And Responsibilities

Contributes to planning and managing support for incident management tools and processes
Coordinating interfaces between incident management and other service management processes
Is the backup to the Incident manager for the managing of major incidents
Participates in maintaining incident/problem management processes and procedures
Review incident data to analyze assigned problems
Analyzes incident and problem tickets for correct prioritization and classification
Investigates problems through to resolution or root cause
Coordinates actions of other as necessary to assist with the analysis and resolution actions for problems and known errors
Assists the Incident manager with preparing reports and metrics pertaining to incident/problem management

Physical Demands And Work Environment

Work is generally sedentary in nature. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available. Occasional travel may be required. Employees in this position will report to the office two to three days each week. Tuesday is a company-wide in-office workday.

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Incident Management Analyst