Problem Analyst - Hybrid

Title: Problem Analyst - Hybrid

Mandatory skills:

Incident Management, Problem Management, ITILv4, Microsoft Office, Communication,
Microsoft Office Suite, Excel, PowerPoint,
ITIL, ServiceNow, Incident Analysis,
Incident Management, Program Management, problem management,
Global Support, Enterprise Support, Business Process, Change Management,
network, server, infrastructure technologies,
Develop, root cause, configure, scripts, communication, time management, events, corrective action,
ITIL Intermediate Certification, PMP Certification

Description:

The Incident Analyst will be responsible for driving service excellence across all of the client Family of Businesses, 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 client Family of Businesses 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.

Preferred Skills and Experience:
ITIL Intermediate Certification
PMP Certified
Strong understanding of network, server, and infrastructure technologies.

Physical Demands and Work Environment:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Due to the nature of our business in regard to such things as delivery schedules, order inputs, selection, and Department of Transportation Hours of Service, overtime, attendance and punctuality are essential job functions. Should an individual in this classification not be able to adhere to this requirement due to a disability, they should contact their Human Resources department to see what, if any, reasonable accommodation may be made.

The incident analyst would involve being on-call 24x7 for at least two weeks out of the month to respond to major incident alerts, command major incident bridge calls, and distribute incident status update communications to stakeholders. Post conclusion of bridge calls, the incident analyst will initiate the RCA process by documenting major incident data in the RCA report. During downtime from on-call weeks, incident analysts will be engaged and involved in continuous improvement efforts within IT service management within the client.
The incident analyst role will be interfacing with all fellow incident analysts and their direct supervisor & manager. They will also have the opportunity to work with support teams outside of the incident management team.
The first month and two weeks, the top priority of the candidate is to get onboarded and full trained to command client major incident bridge calls, distribute incident status communications, and RCA documentation.

VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions.

Contact Details :

VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008