Overview
On Site
Contract - W2
Skills
Recovery
ROOT
Service Operations
Root Cause Analysis
Documentation
Reporting
Corrective And Preventive Action
MEAN Stack
Service Level
SLES
Computer Science
Business Process
Change Management
Microsoft Office
Microsoft Excel
Microsoft PowerPoint
Incident Management
Problem Management
PASS
ITIL
PMP
Network
Health Care
Manufacturing
Professional Services
Energy
Management
Recruiting
Regulatory Compliance
Managed Services
Value Engineering
Research
Customer Experience
Law
Job Details
Position Summary:
The Incident Analyst will be responsible for driving service excellence, leveraging best practices and incident, problem management processes and tools to restore services to their normal operating state within agreed-upon service level expectations.
This position will effectively manage the lifecycle of major incidents to the point of root cause, provide metrics on incidents and problems, and work to identify improvements that will ensure the stability of the business environment, preventing incidents from reoccurring.
Position Responsibilities may include, but not limited to:
Participate in a 7x24 on-call rotation to manage major incidents
Own business impacting events, restoring the environment to normal service operations w/cross-functional partners.
Ensure timely communications and updates are provided to key stakeholders for major incidents.
Drives root cause analysis activities by conducting meetings to review major and repeatable incidents, identify areas of improvement, assign corrective actions, and monitor corrective actions to completion.
Develops and maintains incident and problem management policies, procedures, processes, and documentation related to incident and problem management tools.
Creates metrics and reporting for measuring corrective action success and the impact the corrective actions have by reducing mean time to resolve incidents and the number of incidents throughout the environment.
Work with internal and external support teams to ensure that the requirements are being met in incident and problem management meetings.
Ensure adherence to Incident and Problem Management process and service level expectations (SLEs) through monitoring and escalation where needed.
Other projects or duties as assigned.
Required Skills and Experience:
Bachelor's degree in computer science or related IT field with 3 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management or HS Diploma with 6 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management.
ITILv4 certified or demonstrate knowledge of ITIL best practices.
Excellent communications skills.
Proficient in Microsoft Office Suite, emphasis on Excel and PowerPoint
1 - 3 years Incident Management Experience
1 - 3 years Problem Management Experience
Able to demonstrate efficient time management skills
Able to strive for quality and accuracy within deliverables
Must have a passion for working with various groups and technologies.
This position must pass a post-offer background and drug test.
Preferred Skills and Experience:
ITIL Intermediate Certification
PMP Certified
Strong understanding of network, server, and infrastructure technologies.
#zr
About Equiliem
Equiliem believes in empowering success. It's our job to cultivate relationships that connect people and employers in a way that is inclusive, intelligent, and allows both to thrive.
Across the U.S., leading companies in healthcare, government, engineering, manufacturing, professional services, and energy rely on us for their workforce solutions. Our recruiting and HR services include contract and direct hire staffing, Payrolling/EOR, Independent Contractor Compliance, and Managed Services.
For almost 30 years, we've helped shape our industry. Today, we continue to research, ask questions, and continuously enhance the candidate journey and client experience.
EEO Employer
Equiliem is an equal opportunity employer. We do not discriminate or allow discrimination based on race, color, religion, creed, sex, age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Equiliem will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or .
The Incident Analyst will be responsible for driving service excellence, leveraging best practices and incident, problem management processes and tools to restore services to their normal operating state within agreed-upon service level expectations.
This position will effectively manage the lifecycle of major incidents to the point of root cause, provide metrics on incidents and problems, and work to identify improvements that will ensure the stability of the business environment, preventing incidents from reoccurring.
Position Responsibilities may include, but not limited to:
Participate in a 7x24 on-call rotation to manage major incidents
Own business impacting events, restoring the environment to normal service operations w/cross-functional partners.
Ensure timely communications and updates are provided to key stakeholders for major incidents.
Drives root cause analysis activities by conducting meetings to review major and repeatable incidents, identify areas of improvement, assign corrective actions, and monitor corrective actions to completion.
Develops and maintains incident and problem management policies, procedures, processes, and documentation related to incident and problem management tools.
Creates metrics and reporting for measuring corrective action success and the impact the corrective actions have by reducing mean time to resolve incidents and the number of incidents throughout the environment.
Work with internal and external support teams to ensure that the requirements are being met in incident and problem management meetings.
Ensure adherence to Incident and Problem Management process and service level expectations (SLEs) through monitoring and escalation where needed.
Other projects or duties as assigned.
Required Skills and Experience:
Bachelor's degree in computer science or related IT field with 3 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management or HS Diploma with 6 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management.
ITILv4 certified or demonstrate knowledge of ITIL best practices.
Excellent communications skills.
Proficient in Microsoft Office Suite, emphasis on Excel and PowerPoint
1 - 3 years Incident Management Experience
1 - 3 years Problem Management Experience
Able to demonstrate efficient time management skills
Able to strive for quality and accuracy within deliverables
Must have a passion for working with various groups and technologies.
This position must pass a post-offer background and drug test.
Preferred Skills and Experience:
ITIL Intermediate Certification
PMP Certified
Strong understanding of network, server, and infrastructure technologies.
#zr
About Equiliem
Equiliem believes in empowering success. It's our job to cultivate relationships that connect people and employers in a way that is inclusive, intelligent, and allows both to thrive.
Across the U.S., leading companies in healthcare, government, engineering, manufacturing, professional services, and energy rely on us for their workforce solutions. Our recruiting and HR services include contract and direct hire staffing, Payrolling/EOR, Independent Contractor Compliance, and Managed Services.
For almost 30 years, we've helped shape our industry. Today, we continue to research, ask questions, and continuously enhance the candidate journey and client experience.
EEO Employer
Equiliem is an equal opportunity employer. We do not discriminate or allow discrimination based on race, color, religion, creed, sex, age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Equiliem will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or .
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.