IT Incident Manager Analyst

Job Title: IT Incident Manager Analyst

Job Location: Columbus Ohio 43219

Onsite Requirements:

• ServiceNow Experience


• Power BI report development skills


• Incident analysis and trending skills
  

Job Description:

• An IT Incident Management Analyst is responsible for identifying, resolving, and preventing incidents that can affect an organization's system or service.


• They work with other IT professionals to ensure smooth operation of business processes and maintain the health of the IT infrastructure.


• This person will analyze data, diagnose problems, and work with other IT professionals to ensure that systems are running efficiently and smoothly.


• Strong analytical and problem-solving skills are essential for this role.

Responsibilities:

• Monitor and manage incident tickets to ensure timely resolution


• Investigate, diagnose, and resolve incidents to minimize downtime


• Communicate with stakeholders and end-users about incident status and resolution


• Identify and escalate high-priority incidents to appropriate teams for prompt attention


• Document incident details, troubleshooting steps, and resolution in incident management system


• Analyze incident data to identify trends and areas for improvement in incident management process


• Participate in incident management meetings and contribute to incident management process improvement initiatives

Education Qualification:

• Associates degree in IT or a related field or equivalent experience.

Experience:

• 2 years' experience working with ServiceNow


• 2+ years in a deskside support role


• Strong understanding of ServiceNow Incident Management


• ITIL v3 or v4 Foundation training, or higher level of ITIL Certification or willingness to get the certification

Skills:

• Bachelor's degree in Computer Science, Information Technology, or a related field or equivalent experience


• 4 years of experience in incident management or a related field


• Knowledge of ITIL framework and experience with incident management processes


• Strong analytical and problem-solving skills


• Ability to work well under pressure and manage multiple incidents simultaneously


• Excellent communication and interpersonal skills


• Familiarity with incident management tools and software


• Willingness to work on a rotational 24/7 schedule as needed
  
  

• **3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply.


• This position requires candidates to be eligible to work in the United States, directly for an employer, without sponsorship now or anytime in the future**