Must Have Skills/Attributes: Incident Management, ITIL, Program management
Nice To Have Skills/Attributes: PMP
Job Description
***Only qualified Incident Analyst candidates located near the Rosemont, IL area to be considered due to the position requiring an onsite presence***
The Incident Analyst will be responsible for driving service-excellence across all of the Client Family of Businesses, leveraging best practices and incident, problem management processes and tools to restore services to their normal operating state within agreed upon service level expectations.
This position will effectively manage the lifecycle of major incidents to the point of root cause, provide metrics on incidents and problems, and work to identify improvements that will ensure the stability of the Client Family of Businesses environment, preventing incidents from reoccurring.
Education: • Bachelor's degree in computer science or related IT field with 3 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management
OR • HS Diploma with 6 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management
Required Skills and Experience: • ITILv4 certified or demonstrate knowledge of ITIL best practices • Excellent communications skills • Proficient in Microsoft Office Suite, emphasis on Excel and PowerPoint • 1 - 3 years Incident Management Experience • 1 - 3 years Problem Management Experience • Able to demonstrate efficient time management skills • Able to strive for quality and accuracy within deliverables • Must have a passion for working with various groups and technologies • This position must pass a post-offer background and drug test
Preferred Skills and Experience: • ITIL Intermediate Certification • PMP Certified • Strong understanding of network, server, and infrastructure technologies
Incident Analyst Responsibilities may include, but not limited to: • Participate in a 7x24 on-call rotation to manage major incidents • Own business impacting events, restoring the environment to normal service operations w/cross-functional partners • Ensure timely communications and updates are provided to key stakeholders for major incidents • Drives root cause analysis activities by conducting meetings to review major and repeatable incidents, identify areas of improvement, assign corrective actions, and monitor corrective actions to completion • Develops and maintains incident and problem management policies, procedures, processes, and documentation related to incident and problem management tools • Creates metrics and reporting for measuring corrective action success and the impact the corrective actions have by reducing mean time to resolve incidents and the number of incidents throughout the environment • Work with internal and external support teams to ensure that the requirements are being met in incident and problem management meetings • Ensure adherence to Incident and Problem Management process and service level expectations (SLEs) through monitoring and escalation where needed • Other projects or duties as assigned
**Only those lawfully authorized to work in the designated country associated with the position will be considered.**
**Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**
Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).