Incident Management Analyst

About the role

The Incident Management Analyst is responsible for the overall coordination of the incident management process, particularly during major incidents. This role also coordinates investigations into root causes, identifies work‑arounds, and follows up to ensure permanent resolution.

Responsibilities

• Contribute to planning and managing support for incident management tools and processes.
• Coordinate interfaces between incident management and other service‑management processes.
• Serve as backup to the Incident Manager for managing major incidents.
• Participate in maintaining incident/problem management processes and procedures.
• Review incident data to analyze assigned problems.
• Analyze incident and problem tickets for correct prioritization and classification.
• Investigate problems through to resolution or root cause.
• Coordinate actions of others as necessary to assist with analysis and resolution of problems and known errors.
• Assist the Incident Manager with preparing reports and metrics pertaining to incident/problem management.

Qualifications

Required

• 2+ years’ experience designing and executing incident/problem management processes.
• 2+ years’ experience with an IT Service Management ticketing system.
• 1+ year of ServiceNow experience.
• 2+ years of NOC experience.
• 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.

Desired

• Professional demeanor with the ability to work effectively 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.

Work Environment

The work is generally sedentary and performed in an office setting with standard office equipment. Lighting, temperature, and noise levels are adequate, and there are no hazardous conditions. Employees report to the office 2‑3 days per week, though onsite work requirements may change at any time.