Incident Management Analyst

The Clearing House • Winston-Salem, NC

389d

About The Position

The Incident Management Analyst is responsible for coordinating the incident management process, particularly during major incidents. This role involves investigating root causes, identifying workarounds, and ensuring permanent resolutions are implemented. The analyst plays a crucial role in maintaining incident and problem management processes and procedures, contributing to the overall efficiency of IT service management.

Requirements

• 2+ Years' experience designing and executing incident/problem management processes.
• 2+ Years' experience with an IT Service Management ticketing system.
• 1+ Years' ServiceNow 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.

Nice To Haves

• Must have a professional demeanor and the ability 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.

Responsibilities

• Contributes to planning and managing support for incident management tools and processes.
• Coordinates interfaces between incident management and other service management processes.
• Acts as the backup to the Incident Manager for managing 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.
• Coordinates actions of others as necessary to assist with the analysis and resolution actions for problems and known errors.
• Assists the Incident Manager with preparing reports and metrics pertaining to incident/problem management.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Education Level: No Education Listed