Incident Management Analyst

Qualifications

• 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 be able to effectively work with internal and external customers, vendors and staff
• Ability to work under pressure and handle conflicting priorities
• Excellent time management 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
• Coincides with 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
• Reviews incident data to analyze assigned problems
• Analyzes incident and problem tickets for correct prioritization and classification
• Investigates problems through to resolution or root cause
• Coodinates actions of other as necessary to assist with the analysis and resolution actions for problems and known errors
• Aids 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.

Schedule

Employees in this position will report to the office 2-3 days per week. Onsite work requirements may change at any time.