Incident Analyst

Title: Incident Analyst
Location: Hybrid Rosemont, IL (In office 10 days/month (alternating 2 days in office one week, 3 days in office following)
Duration: 6 months
Description:

• Monitor and coordinate the resolution of major and recurring IT incidents.
• Support root cause analysis efforts by organizing and participating in post-incident review meetings.
• Collaborate with internal and external support teams to ensure proper documentation, communication, and resolution of incidents.
• Track corrective actions and follow-ups to ensure timely completion.
• Create and maintain incident reports, metrics, and dashboards to track trends and resolution effectiveness.
• Help maintain and improve incident management procedures and documentation.
• Ensure adherence to incident management processes and service level expectations (SLEs).
• Assist in process improvement efforts to reduce incident volume and impact.
• Other duties or projects as assigned.

Requirements:

• Familiarity with ITIL framework (ITILv4 certification preferred).
• Strong communication and coordination skills.
• Proficient in Microsoft Office, especially Excel and PowerPoint.
• Ability to work across technical and non-technical teams.
• Must pass a post-offer background and drug test.
• ITIL Intermediate Certification
• PMP Certification
• Experience in enterprise-level support environments
• Bachelor s Degree or a related field and 3+ years of IT experience or High school diploma with 6+ years of relevant experience in IT support or process management