Technical Analyst-JR

Iconma Portal•Columbus, OH

4d•Onsite

About The Position

The Technical Analyst works in a health insurance company’s IT Fusion Center in Columbus, Ohio. The IT Fusion Center monitors critical processes and production systems, supports incident response, and coordinates with stakeholders to maintain internal customer and brand partner support. As part of a worldwide group responsible for 24/7 monitoring and incident response, the analyst monitors alerts from SIEM and other tools, investigates issues, and escalates incidents when appropriate. A typical shift includes checking monitoring tools, reviewing incidents and changes from the prior shift, monitoring systems and scheduled change calls, facilitating incident calls, supporting major incident management, documenting actions, and handing off important updates to the incoming shift. The analyst collaborates with fellow analysts, incident and problem managers, technical experts, stakeholders, and leadership, and reports to a shift manager. Initial training priorities include learning internal procedures, monitoring tools, incident workflows, and communication standards. This role requires clear, timely updates about system status, issues, and risks, along with attention to detail and sound decisions under pressure. The analyst helps reduce time to detect and recover from incidents and supports the stability, capacity, and resilience of products and systems.

Requirements

High school diploma or GED.
At least 1 year of experience working in a NOC, SOC, or other operational environment.
Experience with ServiceNow.
Experience with Splunk.
Experience with monitoring tools such as SolarWinds, Dynatrace, or other industry-wide monitoring tools.
Ability to provide clear and concise executive-level updates on status, issues, and risks.
Working understanding of ITIL processes, especially incident and change management practices.
Experience with eyes-on-glass monitoring while simultaneously using several industry-standard tools.
Ability to multitask effectively and work with little to no supervision.
Ability to work in high-pressure situations and in a fast-paced environment.
Experience with Microsoft Office suite of products.
Effective organizational, time-management, and problem-solving skills.
Exceptional verbal, written, and interpersonal communication skills.
Ability to participate on the phone, speak comfortably with stakeholders, and facilitate calls.

Nice To Haves

Bachelor’s degree in information systems, information technology, computer science, or a related field of study.
ITILv4 Foundations Certification.
CCNA Certification or similar.
Experience with Azure and creating Splunk dashboards.
Knowledge of scripting languages such as Python or PowerShell.

Responsibilities

Proactively identify IT incidents, assess their priority and impact, and take steps to mitigate financial and reputational harm.
Use industry-standard monitoring tools, internal runbooks, and business and system knowledge to respond according to incident management frameworks and protocols.
Perform basic testing to confirm network availability and resiliency.
Assist with creating runbooks and process documentation, and identify opportunities for process improvement or efficiency.
Collaborate with technical experts to develop monitoring solutions for known problems and support production system availability.
Communicate general, technical, and operational reports or assessments to appropriate stakeholders, including synthesizing technical information for non-technical audiences.
Document actions taken in systems of record and maintain organized, accurate incident notes.
Respond to complex problems escalated by leadership and represent the IT Command Center during critical or enterprise-wide issues.
Monitor applications and technical systems, review incidents and changes, and manage scheduled change calls.
Facilitate incident calls and support major incident management to ensure high-priority tickets are addressed efficiently.
Monitor alerts generated by the SIEM system and other monitoring tools, conduct initial investigations, and escalate incidents as appropriate.
Coordinate shift handoffs by communicating essential updates to incoming analysts.