Incident Response Analyst - CSR

Continuum Tech•Fairfax, VA

2d•Remote

About The Position

As an Incident Coordinator at Continuum, you will report to the Sr. Manager for the Incident Response team and assist with leading the incident management process to resolution and identifying culpable systems. You will also log and categorize recurring incidents to improve incident management protocols. To be a successful incident coordinator, you should have an aptitude for picking up new technologies and procedures. Ultimately, an outstanding incident coordinator should excel at multitasking and remain judicious during major incidents. You will be expected to assist the Incident Manager with improving current and new processes. We are looking for someone with a background in Salesforce as well and must have at least a Salesforce Administrator certification.

Requirements

5+ years of Help desk or other experience working in a customer service capacity with a track record of developing solutions within a complex global organization
Salesforce Admin Certified
Some familiarity with Agile project management and sprint planning
Ability to work independently as well as collaboratively on cross-functional teams
Highly skilled in interpersonal and verbal/written communications, presentations, and problem-solving skills
Experience supporting Department of Veterans Affairs (VA) and/or other federal organizations
Must be able to obtain a public trust clearance
Must be eligible to work in the United States
Must have reliable internet service that allows for effective telecommuting
Years of Experience: Demonstrated leadership skills in managing tasks across multiple teams including vendors and managed service providers
Equivalent work experience with a total of 2-5 years managing IT incidents, changes, or problems or similar role in a global organization
Knowledge of IT Operations and key systems
Demonstrated ability to communicate complicated IT issues to IT users, non-IT end users and executive leadership.
Must possess excellent communication skills
Knowledge of IT Operations and key systems
3+ years of relevant experience including at least
Associate degree in a computer discipline, OR equivalent applicable experience will be considered.

Responsibilities

Respond to internally identified and customer reported system Incidents and coordinate incident resolution rapidly and within defined service levels
Prioritize incidents according to their urgency and influence on the business
Collaborate with teams as needed to ensure that all protocols are diligently followed
Log all incidents and their resolution to see if there are recurring malfunctions
Propose adjustments to incident management process to Incident Manager and support implementation of changes
Communicate with upper management if major issues are found in the IT system
Manage root cause analysis between technical teams
Document the impact of the incident, root cause, and corrective actions
Provide and communicate internal incident reports to stakeholders and assist with input in preparation of customer facing documents
Work with internal and 3rd party teams to ensure actions are taken and completed to protect and improve services
Complete reports to management related to incident trends, quality trends, and ticket trends
Work with Incident Manager on analysis of reports and incident trend data to identify and eliminate root causes