Hirewell
IT Incident Analyst
Hirewell, Rosemont, Illinois, United States
Rosemont, IL
Contract
Pay : $/hr
Job Title:
Incident Analyst
Position Overview:
The Incident Analyst is responsible for ensuring service excellence across all business units by utilizing best practices in incident and problem management to restore services to normal operations within agreed-upon service level expectations. This role involves managing the full lifecycle of major incidents, identifying root causes, tracking incident and problem metrics, and implementing improvements to enhance the stability of the organization's environment and prevent recurring incidents.
Key Responsibilities:
Participate in a 24/7 on-call rotation to manage and resolve major incidents. Take ownership of business-critical incidents, collaborating with cross-functional teams to restore services to normal operations. Provide timely and clear communication and updates to key stakeholders during major incidents. Lead root cause analysis for major and recurring incidents, facilitating meetings to identify areas for improvement, assign corrective actions, and monitor their implementation. Develop, maintain, and refine incident and problem management policies, procedures, and documentation, ensuring alignment with best practices. Create and analyze metrics and reports to evaluate the effectiveness of corrective actions, reducing mean time to resolve incidents and decreasing overall incident frequency. Collaborate with internal and external teams to ensure incident and problem management requirements are being met. Ensure compliance with incident and problem management processes and service level expectations (SLEs), escalating issues as necessary. Perform other tasks or projects as assigned. Required Qualifications:
Bachelor's degree in Computer Science or a related IT field with 3+ years of experience in global/enterprise support, business processes, or change management, OR a high school diploma with 6+ years of relevant experience. ITIL v4 certification or demonstrated knowledge of ITIL best practices. Strong written and verbal communication skills. Proficiency in Microsoft Office Suite, particularly Excel and PowerPoint. 1-3 years of experience in Incident Management. 1-3 years of experience in Problem Management. Strong time management skills with the ability to prioritize tasks effectively. Attention to detail with a commitment to quality and accuracy. A passion for working with diverse teams and technologies. Must pass a post-offer background check and drug test. Preferred Qualifications:
ITIL Intermediate Certification. PMP Certification. Solid understanding of network, server, and infrastructure technologies.
Contract
Pay : $/hr
Job Title:
Incident Analyst
Position Overview:
The Incident Analyst is responsible for ensuring service excellence across all business units by utilizing best practices in incident and problem management to restore services to normal operations within agreed-upon service level expectations. This role involves managing the full lifecycle of major incidents, identifying root causes, tracking incident and problem metrics, and implementing improvements to enhance the stability of the organization's environment and prevent recurring incidents.
Key Responsibilities:
Participate in a 24/7 on-call rotation to manage and resolve major incidents. Take ownership of business-critical incidents, collaborating with cross-functional teams to restore services to normal operations. Provide timely and clear communication and updates to key stakeholders during major incidents. Lead root cause analysis for major and recurring incidents, facilitating meetings to identify areas for improvement, assign corrective actions, and monitor their implementation. Develop, maintain, and refine incident and problem management policies, procedures, and documentation, ensuring alignment with best practices. Create and analyze metrics and reports to evaluate the effectiveness of corrective actions, reducing mean time to resolve incidents and decreasing overall incident frequency. Collaborate with internal and external teams to ensure incident and problem management requirements are being met. Ensure compliance with incident and problem management processes and service level expectations (SLEs), escalating issues as necessary. Perform other tasks or projects as assigned. Required Qualifications:
Bachelor's degree in Computer Science or a related IT field with 3+ years of experience in global/enterprise support, business processes, or change management, OR a high school diploma with 6+ years of relevant experience. ITIL v4 certification or demonstrated knowledge of ITIL best practices. Strong written and verbal communication skills. Proficiency in Microsoft Office Suite, particularly Excel and PowerPoint. 1-3 years of experience in Incident Management. 1-3 years of experience in Problem Management. Strong time management skills with the ability to prioritize tasks effectively. Attention to detail with a commitment to quality and accuracy. A passion for working with diverse teams and technologies. Must pass a post-offer background check and drug test. Preferred Qualifications:
ITIL Intermediate Certification. PMP Certification. Solid understanding of network, server, and infrastructure technologies.