Incident Management Analyst

Responsibilities

• Work in a 24x7x365 environment.
• Incident initiation, management of bridge calls, communications and escalations.
• Change tracking and communication.
• Cordination with the Problem Management Team and Change Management Team.
• Information gathering with application, Level 2 support, and site personnel on outages and service degradations.
• Investigate and gather information from other Service Desk personnel assigned to an incident or problem.
• Assess the impact and sensitivity of the outage situation.
• Maintain continuous coordination with Tier 1 to ensure monitoring of inbound calls & tickets for potential incidents.
• Coordinate IT incident prevention and or response.
• Work with Leadership to recommend program improvements or adjustments to processes to improve contract deliverables.
• Distribute reports to technical team leads and management; participate in meetings to share metrics results.
• Support training and knowledge sharing efforts.
• Provides group facilitation, interviewing, training, and additional forms of knowledge transfer.
• Apply knowledge of the IT infrastructure interdependencies and impacts of Enterprise incidents and changes in order to balance priorities while driving incident resolutions.
• Exercise judgment within generally defined practices and policies in selecting methods and techniques for resolving incidents.
• Facilitate the troubleshooting process among team members.

Requirements

• Associate Degree or equivalent experience.
• 5 years of experience in IT support or related field.
• 3 years of experience working in ITIL environment, such as IT Service Desk operations.
• 2 years of experience with two of the following IT areas: Incident or Problem Management, IT Service Desk, IT Network Operations, Active Directory, MS Exchange, Data Center Operations, Cloud Computing, or Security Operations.
• 1 year of experience using ServiceNow ITSM tool or other similar ITSM tools.
• Knowledge and understanding of IT Operational technologies, including networks, routers, switches, Operating Systems, etc.
• Experience with people-coordination or project management efforts involving more than 10 individuals, including senior management.
• Experience documenting incident resolution processes, creating reports, and providing timely status to management.
• Demonstrated ability to troubleshoot and resolve moderately complex IT incidents with limited direction.
• Demonstrated ability to work in a fast-paced environment, multi-task, and work with team members.
• Availability to work flexible hours as needed to support mission requirements.
• Excellent written and verbal communication skills in both formal and informal formats.

Qualifications

• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
• Must provide proof of full COVID-19 vaccination or be able to receive approval for a legally recognized exemption from the vaccination requirement for federal government contractors.
• If exempted from the vaccination requirement, must be willing to take COVID-19 tests, perhaps multiple times per week.
• Additionally, must be comfortable wearing a mask and adhering to social distancing requirements, regardless of vaccination status, unless the position is 100% telework.