Incident & Problem Management Analyst

At GAF, we cover more than buildings. We cover each other. No matter what role, tenure, or track, under this roof you are empowered to be there for your teammates, your customers, and especially your community. Under this roof, we don’t back down from hard work– we support one another in pursuit of something bigger. We define the future while leading the present. And under this roof, we own our opportunities. Becoming the market leader only happens when everyone feels they have the opportunity, and the support, to thrive. We are GAF. And under this roof, we protect what matters most.

Job Summary
This role is crucial in delivering exceptional incident response and problem management to minimize and mitigate major disruptions. The ideal candidate will lead our end-to-end Major Incident Management program throughout the incident lifecycle, including rapid response, communication, remediation and post-mortem activities. In addition this role will be responsible for Problem Management, driving root cause analysis in response to major incidents.
Essential Duties

• Manage and coordinate response for major Incidents, including troubleshooting, communications, remediation, resolution and root cause analysis
• Manage triage and troubleshooting activities, including conference bridges when necessary and engage resources as needed
• Provide accurate and timely communications during the course of an incident, including business impact and efforts underway
• Ensure all major incidents have completed tickets, post-mortems, root-cause analysis, and corrective actions identified, and lead post-incident review process
• Maintain necessary documentation for incident response and problem resolution processes and standards
• Partner with the Service Desk and other stakeholders across the organization to optimize our Major Incident process and deliver ongoing continuous improvements
• Utilize the ITIL service model for proper identification of problems
• Prepare statistics, KPI and trend reports for use in the problem management process.
• Identify problems through the review and focus on optimizing processes
• Manage the on call rotation schedule
• Lead our ServiceNow Knowledge management governance practice to ensure we have current content that provides consistent results and boost self-service.
• Identify knowledge gaps and curate new content. Track usage, governance, and quality trends.

Under This Roof We Require

• High School Diploma or equivalent
• 3+ years of experience in IT incident management, Problem Management and Knowledge Management
• Experience with ServiceNow ITSM module
• Demonstrated Experience with ITIL, ITSM, and incident management practices

Under This Roof We Also Value

• Bachelor’s Degree Preferred

General Knowledge, Skills and Abilities

• Demonstrates adequate familiarity with troubleshooting technical issues and able to learn technical concepts quickly
• Strong organizational and prioritization skills, with a focus on efficiency and attention to detail
• Strong written and verbal communication skills; must be able to deliver accurate and concise communications to all levels under time constraints
• Ability to work across diverse organizations and build effective relationships and partnerships.
• Must be detail-oriented and have the ability to work proactively and effectively with minimal supervision
• Ability to work off business hours and weekends as needed

How We Protect What Matters Most:1. We offer a wide range of health insurance options that include medical, dental, and vision for you and your family. 2. Our Family-Building benefits support the many different journeys to fertility and parenthood. 3. Our robust 401K plan includes an employer match contribution with your pre-tax and/or Roth contributions. 4. Other exciting programs and perks are available to help employees achieve work-life balance, including (but not limited to) a wellness program, free financial coaching, a referral program, and product rebates when purchased for an employee’s primary residence. 5. Professional growth and development are very important to us! We offer internal training programs and courses, as well as a generous tuition reimbursement program. 6. We put diversity and inclusion into action with our Employee Resource Groups, which unite employees based on common perspectives, identities, demographic factors, or out of a desire to be an ally.

GAF complies with federal, state, and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR Services at 833-HR-XPERT.

We believe our employees are our greatest resource. We offer competitive salary, benefits, 401k, and vacation packages for all full time permanent positions. We are proud to be an equal opportunity workplace and GAF, Standard Logistics, SGI, and Siplast are proud to be affirmative action employers. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know. If applying for positions in the U.S., must be eligible to work in the U.S. without need for employer sponsored visa (work permit).