Analyst ITSM

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The Incident Lifecycle Analyst is accountable for the execution of the Critical Incident Service Restoration process as well as Problem Analysis and Resolution in her/his area of responsibility. The successful candidate will be responsible for coordinating issue resolution and the status of Incidents and Problems to EMPOWER IT management and EMPOWER Business partners. She/he will drive and participate in the Post Incident retrospectives and recommend durable solutions. He/she is one of the Escalation contacts for Critical Incidents within EMPOWER IT. The successful candidate will be utilizing the ServiceNow Incident and Problem Management capabilities and will have a solid understanding of them.

DUTIES / RESPONSIBILITIES / ESSENTIAL FUNCTIONS:

• Takes the ownership of the Incident and drives it to resolution, providing updates to relevant parties according to SLA/OLA.
• Ensures the analysis of business impact and identification of commonality that that would constitute a problem
• Chairs Incident Management technical resolution bridges, ensuring engagement of relevant resolvers;
• Chairs the Business Communication bridges and established cadence of nonverbal updates to ensure the status and impact above are clearly communicated.
• Chairs Stakeholder updates to keep EMPOWER IT management informed of the progress of Problems and trends;
• Ensures that, following the resolution of each incident, that the incident is documented and logged appropriately, with enrichment of processes and knowledge base;
• Ensures that, following the resolution of each critical Incident, closure activities are accomplished, including root cause analysis, permanent remediation of the root cause, and establishment of alerts on leading indicators
• Acts as an escalation contact for EMPOWER business and IT associates in the reporting of critical incidents;
• Communicates actively with the various teams engaged or involved in the Critical Incidents and Problems and their investigation and resolution (Service Desk, Delivery teams, EMPOWER IT stakeholders, Buiness stakeholders);
• Ensures terminology used (technical or business) is understood by both business and technical teams;
• Participate in post-incident analysis by providing inputs on what went well and areas of improvement. Analyze incident (and requests) data to identify trends, follow up and help reduce aging incidents, identify process variance, coach tech team members on defined process. Prepare and present various reports
• Availability to work outside normal business hours (On-call rotation).

EDUCATION:

• A Degree in Computer Engineering, Computer Science from recognized university or equivalent related technical certifications with professional experience.

REGISTRATIONS / CERTIFICATIONS / LICENSING REQUIRED:

• ITIL foundation certification or ITIL intermediate qualification (Service Operation / Operational Support & Analysis)
• Lean Six Sigma Certification

OTHER PREFERRED QUALIFICATIONS:

• Strong communication skills – both written and verbal (English) – with an ability to identify sensitivities, mood, tone, and nuance
• Intrinsically motivated and eager to take up new challenges and foster continual improvement.
• Able to work with minimal supervision and handle situations with maturity.
• Ability to motivate people for results
• Intellectual curiosity and exceptional analytical skills
• Willing to work on rotational shifts and be available on weekends for on-call support (as necessary).
• High degrees of integrity and ownership.
• Highly independent and self-directed individual capable of working with minimal supervision.
• Able to coordinate a team of people in multicultural environment, including IT providers, EMPOWER IT technical teams, as well as associates from business areas
• Excellent interpersonal, organizational and customer services skills with ability to communicate effectively with both technical and non-technical stakeholders.
• Strong problem-solving skills
• Sense of urgency
• Strong organizational skills with the ability to manage multiple tasks simultaneously
• Excellent verbal and written communication skills (English)
• Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management
• The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is essential.
• Customer focus and ownership, use of own initiative and a proactive approach to work
• Familiar knowledge of ITIL processes
• Experience in Incident/Problem Management platforms such as ServiceNow
• Experience in managing escalations in crisis situation
• Background and experience in one or many of the IT domains below is beneficial:
  • Network (WAN, LAN, WLAN, Proxy, Firewall, VoIP)
  • Data Center (Wintel, Unix, Storage,…)
  • Cybersecurity
  • Databases
  • Cloud Services
  • Enterprise Data Warehouse

This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job. The employer has the right to revise this job description at any time. You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description. You may be required perform other duties that are not included on this job description. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason, as per terms and conditions of your employment contract.

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.