Incident and Problem Management Analyst

Travel + Leisure Co. • Orlando, FL

3d • Onsite

About The Position

The Analyst, Incident and Problem Management provides 24x7 support on a rotating schedule for the Travel + Leisure Co. Major (Priority 1 and 2) Incident Management process. This individual assesses critical incidents and makes decisions to escalate those incidents to appropriate technical teams. The Analyst tracks progress and time and delivers status communications to the immediate Incident Response Team, business and Information Technology leadership. This individual also coordinates in the assignment and follow-up of Root Cause Analysis activities through the Problem Management process.

This individual is a dependable, strong communicator with good written and verbal skills. The individual can effectively collaborate across small and large groups, consistently execute the steps to the Major Incident Management process, and support efforts to understand root cause.

Requirements

• Bachelor’s degree in computer science, Information Technology, or related field, or equivalent experience in related field.
• Understands ITIL Incident and Problem Management and can speak to the process steps.
• Ability to take limited data and formulate decisions in a fast-paced, complex technology environment.
• Strong written and verbal communication and collaboration skills.
• Experience with one or more IT Service Management platforms (HEAT, Zendesk, Jira, ServiceNow, etc.)
• 3+ years experience in any Information Technology field, IT Service Management preferred.
• Proficient in Microsoft Office Business Productivity Tools.
• Familiarity with common IT Service Management frameworks (ITIL, COBIT, DevOps, Agile)
• Ability to absorb information and quickly adapt to changing operating conditions.
• Strong customer service and communication skills balanced with the ability to explain complex concepts in common language.
• Ability to tailor message to senior technology and business leadership.
• 3+ years experience in an Information Technology Analyst, Operations, Service Management or Service Delivery role, preferably within a large enterprise.
• Exposure to navigating large Enterprise Suppliers such as Cisco, Oracle, and Microsoft.
• Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

Nice To Haves

• ITIL certification is preferred.

Responsibilities

• Provide 24x7 support (on a rotating schedule, every other week) to the Major Incident Management process through analyzing details provided by Service Desk or Technical SME, assessing against the Priority Scoring and Critical Application List to determine P2 or P1 Incident and execute the steps of the Major Incident Management process from Escalation to Communication to Closure.
• Understands the basics of ITIL Incident and Problem Management and can speak to the process steps.
• Updates Incident and Problem Records based on information received.
• Logs and follow-up on outstanding Problem RCA Tasks.

Benefits

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Paid time off
• Parental leave
• Holidays
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match
• Legal and identify theft plan
• Voluntary income protection benefits
• Wellness program
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level