Incident Management Analyst

Job Details

Level

Entry

Job Location

Oklahoma City Office - Oklahoma City, OK

Position Type

Full Time

Education Level

Bachelor's Degree

Travel Percentage

None

Job Category

Information Technology

Description

The role of the Incident Management Analyst is to monitor and drive resolutions to critical issues that affect the availability and performance of Paycom systems for our clients. As an Incident Management Analyst, you will organize and manage all efforts and processes for critical issue discovery, remediation, and documentation, as well as communicate with executive level stakeholders.

RESPONSIBILITIES

Assist senior team members during incidents, and assist in all documentation efforts

Provide strong communication and workflows for incidents deemed less critical

Utilize team owned change management tracking system and build reporting for business units

Shadow NOC and SOC employees and ensure they are knowledgeable on escalation processes

Work team tickets and ensure SLAs are met

Assist in evaluating the severity of all incidents and coordinate response efforts

Assist in all communication efforts during incident responses

Assist in leading post-incident reviews and create proper documentation of incidents. Follow-up to ensure all suggested improvements are evaluated and implemented

Advocate for strong monitoring, alerting, and communication efforts for all Paycom technologies

Performs additional duties and assignments as requested Qualifications

Education/Certification:

Bachelor's degree Experience:

2+ years of related experience in the Information Technology industry Skills/Abilities:

Effective troubleshooting steps across a wide range of technologies

Knowledge of escalation procedures and the ability to act upon them in a high stress situation

Basic understanding of enterprise change management platforms and their purpose

Participation in, and management of on-call rotations

Microsoft Server OS configuration and maintenance

Collaboration and communication tools

Document management and ability to clearly articulate in depth technical concepts on incident reports

A working understanding of technical terminologies to effectively communicate with SMEs

Proficient in preparing clear, accurate, and appropriate communication

Excellent on-the-fly communication skills, both written and verbal

Strong organizational skills

Work for extended time at keyboard/terminal

Maintain effective working relationships with supervisor and coworkers

Work flexible hours, including weekends and evenings

Paycom is an equal opportunity employer and prohibits discrimination and harassment of any kind. Paycom makes employment decisions on the basis of business needs, job requirements, individual qualifications and merit. Paycom wants to have the best available people in every job. Therefore, Paycom does not permit its employees to harass, discriminate or retaliate against other employees or applicants because of race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, military and veteran status, age, physical or mental disability, genetic characteristic, reproductive health decisions, family or parental status or any other consideration made unlawful by applicable laws. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation benefits, and separation of employment. The Human Resources Department has overall responsibility for this policy and maintains reporting and monitoring procedures. Any questions or concerns should be referred to the Human Resources Department. To learn more about Paycom's affirmative action policy, equal employment opportunity, or to request an accommodation - Click on the link to find more information: paycom.com/careers/eeoc