Incident Management Analyst

Job Description:

• Ensure incidents are escalated and facilitated to enable efficient and timely service restorations

• Communicate with all levels of management regarding Priority 1 and Priority 2 incidents

• Support rotating on-call support for Priority 1/2 (24x7)

• Perform initial Priority assessments and mediate Priority assessment disputes.

• Facilitate the restoration of service. Facilitate discussions and identify resulting action items. Ensure the correct technical staff is working on an incident

• Escalate issues during the issue resolution

• Facilitate and support lessons learned reviews

• Assist with enhancements of incident process documentation & incident reports

• Assist in measuring and improving, information and experience within incident management

• Ensure strong, clear and effective communication across all release stakeholders

• Ensure standards, tools and best practices are implemented

• Educate community about Incident Management services

• Completes ad-hoc and ongoing projects on an as-needed basis

Requirements:

• Education level: Bachelor’s degree or equivalent work experience

• ITIL V3 Foundation experience. Certification and working knowledge preferred.

• Experience with ServiceNow a plus.

• Total years and type of prior related experience: 2 + years related help desk or BA experience

• Ability to multi-task in a fast-paced environment while prioritizing work items appropriately.

• Self-motivated, self-confident team player that can work well in a fast paced environment. Quick on one’s feet, fast thinker

• Ability to understand and communicate high level technical concepts

• Process driven; leverage existing sustain processes to efficiently execute duties

• Excellent communication both written and verbal. Facilitation and elicitation skills to communicate with stakeholder groups

• Basic understanding of ticketing systems and workflow

• Solid analytical skills and ability to solve problems. Applies a systematic problem-solving approach to gather needed information, evaluate alternatives, develop contingencies and prioritize actions.

• Generates sound solutions for complex business problems; anticipates obstacles and establishes next steps.

• Works with the customer to involve the right people; solicits input, knows and plans for stakeholder impact. Self-motivated, independent worker, driven to complete tasks quickly

• Balances priorities and manages workload effectively

• Solid PC skills and knowledge of Microsoft Office products, including Outlook, Excel and Word experience

• Detail-oriented individual to ensure all issues are resolved to customer satisfaction

• Negotiation skills to effectively resolve customer issues by seeking win-win solutions that add value to the customer

• Flexibility: Determines process and priorities based on the requirements of a situation. Quickly adapts approach as the situation changes

• Organizational skills to manage a wide array of information and activities

• Creative thinking skills to push beyond the boundaries of existing practices and mindsets

• Ability to quickly master procedures and processes

• Creates a climate of collaboration and teamwork among team members and customer groups

• Focus on improvement; enhance existing processes to improve efficiency and customer satisfaction

• Recognizes the value of a multi-industry perspective and applies best practices to create innovative solutions

• Sees the opportunity to act and make a difference. Take the initiative to make a difference without over-analyzing or waiting until it is too late. Willing to accept short term solutions that meet critical and immediate needs, but may not be perfect for the long run so that projects and systems can move forward

Regards,

Ravi Kumar

Technical Recruiter

Integrated Resources, Inc

IT CLINICAL NURSING ALLIED HEALTH

Tel: (732) 549 2030 Ext. 227