Tech Systems Analyst I

InComm Payments•UNAVAILABLE, UNAVAILABLE

About The Position

The Technical Systems Analyst I is an entry-level, foundational role within InComm’s IT Incident Management team. The analyst learns the systems, processes, and approved tools (including use of AI) that keep InComm’s production services stable and reliable while providing day-to-day support for incident response, platform monitoring, and IT Service Management activities. Working under the guidance of senior analysts and the team manager, the analyst executes routine monitoring, supports incident, problem, and request management processes, maintains accurate records in ITSM tools, and begins contributing to live incident bridges as a supporting resource.

Requirements

Associates, BA or BS degree in Information Technology, related discipline, or equivalent preferred.
Prefer 2+ years of relevant experience.
Detail-oriented, dependable, and able to follow documented procedures consistently.
Willingness to participate in a rotating on-call schedule as the analyst develops proficiency.
Demonstrated ability to use AI prompting and AI interaction skills as part of day-to-day work, including drafting, summarization, research support, analysis, and validation of AI-generated outputs.

Responsibilities

Support live incident bridges (SEV1/SEV2/SEV3 and break-fix events) by maintaining communication cadence, timelines, and stakeholder updates.
Capture real-time incident details, including triggers, diagnostic steps, owners, and resolution activity, to keep records complete and audit-ready.
Escalate promptly through documented paths and engage senior analysts or SMEs as needed.
Translate technical details into clear business impact statements with senior team review.
Support executive communications and post-incident summaries by gathering facts and validating impact statements.
Monitor enterprise dashboards, transaction flows, and key health indicators during business hours, releases, and incidents.
Recognize alerts early and perform first-line triage to reduce Mean Time to Acknowledge (MTTA).
Correlate signals across tools such as Splunk, Dynatrace, New Relic, OpsView, and Pingdom to distinguish symptoms from root cause.
Flag recurring or noisy alerts to support alert tuning and noise reduction.
Create, triage, and update incident and request records in ServiceNow using documented procedures.
Participate in Incident, Problem, and Change processes under guidance.
Maintain accurate, clear write-ups aligned to ITSM standards and team expectations.
Support data-quality reviews and control checks to keep ITSM records accurate, complete, and reporting-ready.
Follow established runbooks and knowledge-base (KB) articles during monitoring and bridge support.
Identify gaps, errors, or unclear steps in existing documentation.
Contribute reviewed updates to runbooks and KB articles to keep operational knowledge current.
Assist with recurring operational reporting, including the Daily ITOC Summary Report and monitoring summaries.
Support compliance and operational reporting tasks as assigned.
Prioritize assigned work around active incident bridges and other time-sensitive activity.
Validate source data, summarize operational trends, and identify follow-up items for senior analysts or process owners.
Use approved AI tools and effective prompting techniques to support drafting, summarization, analysis, documentation quality, and operational efficiency while validating outputs for accuracy and alignment with company guidance.