United Talent
Incident Analyst
United Talent, Atlanta, Georgia, United States, 30383
Incident Analyst
UTA seeks a Incident Analyst to join the Technology Operations Team. This role is responsible for overseeing the incident management and resolution process, including overseeing the prioritization and escalation of IT incidents, coordinating the incident response team, implementing workarounds, and, where applicable, conducting trend analyses and root cause analyses.
The salary range for this role is $80,000 to $86,000 commensurate with experience and skills.
What You Will Do
Strategy & Planning:
Establish and enforce incident response service level agreements in consultation with end users in the business to establish incident resolution expectations and timeframesAnalyze performance of incident management activities and documented resolutions, identify problems, and devise and deliver solutions to enhance quality of service and to prevent future problemsRegularly iterate on the incident management process using data gathered about the frequency and severity of incidentsAcquisition & Deployment:
Collaborate with other departments to identify and/or procure service management software for internal staff and external clientsConduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development effortsLiaise with vendors for the procurement of new systems technologies, oversee their installation and adoption, and manage vendor relationships, always looking for opportunities to improve the quality of serviceOperational Management:
Address all IT related issues across the organization for the duration of escalated incidentsDesign and enforce request handling and escalation policies and proceduresCoordinate the problem management processMonitor and test fixes to ensure problems have been adequately resolvedAccess software updates, drivers, knowledgebases, and FAQ resources on the internet to aid in problem resolutionTrack and analyze trends in incident reports and generate statistical reportsAssess need for any system reconfigurations (minor or significant) based on incident trends and make recommendationsOversee development and dissemination of help sheets, usage guides, and FAQ lists for end usersOversee the development, implementation, and administration of incident management training procedures and policiesTrain, coach, and mentor all support tiersWhat You Will Need
Bachelor's degree or equivalent work experience5+years of experience in IT service management or incident managementCertifications in ITILExceptional knowledge of computer hardwareSignificant experience with desktop and server operating systemsExtensive application support experienceWorking knowledge of a range of diagnostic utilitiesDemonstrated progressive experience in a technical support teamProven track record of developing and providing service level agreements and resolving IT incidentsSolid relationship management and performance management skillsExceptional interpersonal skills, with a focus on listening and questioning skillsStrong documentation skillsAbility to conduct research on a wide range of computing issues as requiredAbility to absorb and retain information quicklySkilled at presenting technical information in a user-friendly manner to non-technical staffProven analytical and problem-solving abilitiesAbility to effectively prioritize and execute tasks in a high-pressure environmentExceptional customer service orientationExperience working in a team-oriented, collaborative environmentFlexibility to work extended hours when necessary, with readiness to lead 24/7 incident response efforts to maintain seamless operationsWhat You Will Get
The unique and exciting opportunity to work at one of the leading global entertainment companiesAccess to the tools, leadership, and resources you will need to create and drive a center of excellenceThe opportunity to do the best work of your careerWork in an inclusive and diverse company cultureCompetitive benefits and programs to support your well-beingExperience working in a collaborative environment with room to grow
About UTAUTA unites ideas, opportunities and talent. The company represents some of the world's most iconic, barrier-breaking artists, creators and changemakers-from actors, athletes and musicians to writers, gamers and digital influencers. One of the most influential companies in global entertainment, UTA's business spans talent representation, content production, as well as strategic advisory and marketing work with some of the world's biggest brands. Affiliated companies include Digital Brand Architects, KLUTCH Sports Group, Curtis Brown Group, and MediaLink. UTA is headquartered in Los Angeles with offices in Atlanta, Chicago, Nashville, New York and London.
For more information: https://www.unitedtalent.com/about/
UTA and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities.
#LI-CB1
#LI-Onsite
UTA seeks a Incident Analyst to join the Technology Operations Team. This role is responsible for overseeing the incident management and resolution process, including overseeing the prioritization and escalation of IT incidents, coordinating the incident response team, implementing workarounds, and, where applicable, conducting trend analyses and root cause analyses.
The salary range for this role is $80,000 to $86,000 commensurate with experience and skills.
What You Will Do
Strategy & Planning:
Establish and enforce incident response service level agreements in consultation with end users in the business to establish incident resolution expectations and timeframesAnalyze performance of incident management activities and documented resolutions, identify problems, and devise and deliver solutions to enhance quality of service and to prevent future problemsRegularly iterate on the incident management process using data gathered about the frequency and severity of incidentsAcquisition & Deployment:
Collaborate with other departments to identify and/or procure service management software for internal staff and external clientsConduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development effortsLiaise with vendors for the procurement of new systems technologies, oversee their installation and adoption, and manage vendor relationships, always looking for opportunities to improve the quality of serviceOperational Management:
Address all IT related issues across the organization for the duration of escalated incidentsDesign and enforce request handling and escalation policies and proceduresCoordinate the problem management processMonitor and test fixes to ensure problems have been adequately resolvedAccess software updates, drivers, knowledgebases, and FAQ resources on the internet to aid in problem resolutionTrack and analyze trends in incident reports and generate statistical reportsAssess need for any system reconfigurations (minor or significant) based on incident trends and make recommendationsOversee development and dissemination of help sheets, usage guides, and FAQ lists for end usersOversee the development, implementation, and administration of incident management training procedures and policiesTrain, coach, and mentor all support tiersWhat You Will Need
Bachelor's degree or equivalent work experience5+years of experience in IT service management or incident managementCertifications in ITILExceptional knowledge of computer hardwareSignificant experience with desktop and server operating systemsExtensive application support experienceWorking knowledge of a range of diagnostic utilitiesDemonstrated progressive experience in a technical support teamProven track record of developing and providing service level agreements and resolving IT incidentsSolid relationship management and performance management skillsExceptional interpersonal skills, with a focus on listening and questioning skillsStrong documentation skillsAbility to conduct research on a wide range of computing issues as requiredAbility to absorb and retain information quicklySkilled at presenting technical information in a user-friendly manner to non-technical staffProven analytical and problem-solving abilitiesAbility to effectively prioritize and execute tasks in a high-pressure environmentExceptional customer service orientationExperience working in a team-oriented, collaborative environmentFlexibility to work extended hours when necessary, with readiness to lead 24/7 incident response efforts to maintain seamless operationsWhat You Will Get
The unique and exciting opportunity to work at one of the leading global entertainment companiesAccess to the tools, leadership, and resources you will need to create and drive a center of excellenceThe opportunity to do the best work of your careerWork in an inclusive and diverse company cultureCompetitive benefits and programs to support your well-beingExperience working in a collaborative environment with room to grow
About UTAUTA unites ideas, opportunities and talent. The company represents some of the world's most iconic, barrier-breaking artists, creators and changemakers-from actors, athletes and musicians to writers, gamers and digital influencers. One of the most influential companies in global entertainment, UTA's business spans talent representation, content production, as well as strategic advisory and marketing work with some of the world's biggest brands. Affiliated companies include Digital Brand Architects, KLUTCH Sports Group, Curtis Brown Group, and MediaLink. UTA is headquartered in Los Angeles with offices in Atlanta, Chicago, Nashville, New York and London.
For more information: https://www.unitedtalent.com/about/
UTA and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities.
#LI-CB1
#LI-Onsite