IT Service And Incident Analyst II

Summary

Description Summary of This Role

Works to perform a set of activities where specialized roles / functions provide value to customers in the form of Incident Management, Change Management, and/or Problem Management. Collaborates with internal technical resources for incident and problem management, responding to issues with actual or potential impact to client service. Ensures the determination of root cause and resolution of incidents within appropriate timescales. Creates and manages post incident analysis, trends, reports, metrics and action recommendations and tracking. Drives the change process with minimal impact to client service.

What Part Will You Play?

• Enters and participates in the scope and impact evaluation of an incident into the corporate ticketing system and Incident Tracking System to document the status and resolution of incidents. Annotates the steps taken to reach incident milestones to come up with a technical timeline within the incident tracking system and close the ticket when service has been restored.
• Engages, escalates, and communicates notifications as needed to level 3 technical support, management, and critical incident management. Opens Meet Me Lines (MML) for technical teams to gather and begin working towards a resolution.
• Coordinates internal technical and business teams in the resolution of incidents impacting client service delivery and in the identification of action plans.
• Provides technical feedback for communication to internal and external clients. Assesses incident criteria to determine if formal root cause analysis is needed. Collaborates with Technical resources to determine the root cause of an incident and provides a written incident report within the Client SLA/OLA delivery time. Provides problem management action plans within appropriate timescales; escalates as needed. Assist other Senior Analysts with trend analysis and action recommendations and action tracking.
• Ensures all change activities follow appropriate processes for planning and authorization. Ensures supplier change processes are aligned to client contractual requirements. Champions and supports the change management function, ensuring understanding and compliance with standard methods, processes and procedures from all internal and external parties.
• Facilitates the service transition process by maintaining the product catalogue in line with current business requirements.
• Participates in the continual service improvement process by providing feedback concerning their role and key data points to enhance existing process and service in line with enterprise policy.
  
  

• Bachelors Degree
• Relevant Experience or Degree in: Experience with various technologies and IT Services. Major in Computer Science strongly preferred, other majors considered. Willing to accept additional experience in lieu of a degree.
• Typically Minimum 2 Years Relevant Exp
  
  

• ITIL Foundations (current version) certification
  
  

• Skills / Knowledge - Developing professional expertise, applies company policies and procedures to resolve a variety of issues.
• Job Complexity - Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships.
• Supervision - Normally receives general instructions on routine work, detailed instructions on new projects or assignments.