IT Incident Management Analyst

ComResource is hiring a IT Incident Management Analyst in Columbus, OH.

**Must be willing to work onsite and authorized to work without Sponsorship due to Client contracts**

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