IT Incident Manager Analyst

PURPOSE OF POSITION

An IT Incident Management Analyst is responsible for identifying, resolving, and preventing incidents that can affect an organization's system or service. They work with other IT professionals to ensure smooth operation of business processes and maintain the health of the IT infrastructure. This person will analyze data, diagnose problems, and work with other IT professionals to ensure that systems are running efficiently and smoothly. Strong analytical and problem-solving skills are essential for this role.

Responsibilities:

· Monitor and manage incident tickets to ensure timely resolution

· Investigate, diagnose, and resolve incidents to minimize downtime

· Communicate with stakeholders and end-users about incident status and resolution

· Identify and escalate high-priority incidents to appropriate teams for prompt attention

· Document incident details, troubleshooting steps, and resolution in incident management system

· Analyze incident data to identify trends and areas for improvement in incident management process

· Participate in incident management meetings and contribute to incident management process improvement initiatives

MINIMUM EDUCATION:

· Associates degree in IT or a related field or equivalent experience.

MINIMUM EXPERIENCE:

• 2 years' experience working with ServiceNow

· 2+ years in a deskside support role

· Strong understanding of ServiceNow Incident Management

· ITIL v3 or v4 Foundation training, or higher level of ITIL Certification or willingness to get the certification

KNOWLEDGE, SKILLS, ABILITIES:

· Bachelor's degree in Computer Science, Information Technology, or a related field or equivalent experience

· 4 years of experience in incident management or a related field

· Knowledge of ITIL framework and experience with incident management processes

· Strong analytical and problem-solving skills

· Ability to work well under pressure and manage multiple incidents simultaneously

· Excellent communication and interpersonal skills

· Familiarity with incident management tools and software

· Willingness to work on a rotational 24/7 schedule as needed

PHYSICAL DEMANDS AND WORK ENVIRONMENT: The physical demands and work environment described here are representative of those that must be met and/or encountered by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and communicate. The employee may be required to stand, walk, and sit. Specific vision abilities required by this job include the ability to view monitors, technical documents, and reference material. The noise level in the work environment is usually low to moderate