Incident Management Analyst
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POST DATE 9/15/2016
END DATE 10/24/2016
Lees Summit, MO
Support IT Service Management in the areas of incident and problem management. The primary purpose of this job is to ensure that incidents and problems are managed effectively minimizing the impact to external and internal customers. The Incident Management Analyst will work with IT teams and stakeholders to reduce the number and frequency of incidents and improve service recovery times. This position is focused on maintaining an efficient and effective incident management process and promoting an environment that drives continual process improvement.
Duties and Responsibilities
? Coordinates the Incident and Problem management function for the IT organization including the management of the lifecycle of incidents and associated problems.
? Manages unplanned system outages, failures and degradation of services. Coordinates infrastructure and application teams to enable and expedite return to service. Facilitates communications during these incidents, including verbal/written executive level status, running related conference calls and acting as a liaison with business stakeholders.
? Performs root cause analysis and impact of incidents and problems. Ensure any follow up action items are completed. Conducts and identify lessons learned and update processes as needed.
? Assists in identifying production environment stability trends. Escalate concerns through the problem management process to minimize business impact with a key objective outage or disruption prevention.
? Analyze incident, problem and change data, to identify the associated root causes and develop plans and actions to resolve and eliminate these problems.
? Develops and maintains ticket escalation steps and contacts. Drives decision-making for incident resolution to minimize impact to business. Escalates to IT Management as needed.
? Ensure that all IT teams follow the Incident Management process for every incident and that the required information is properly recorded in the incident record.
? Develops, drives, and maintains the effectiveness of incident and problem management processes and procedures. Participates in reviews and audits of the process.
? Assists in developing incident and problem management reporting to show performance within the environment.
? Ensures the Incident Management processes are built on the principle of continuous improvement (i.e., PLAN-DO-CHECK-ACT)
Knowledge, Skills, and Abilities
? Requires a Bachelor?s degree in Computer Science, Information Systems or related field.
? Requires three years of relevant experience in IT support or development.
? Additional years of qualifying work experience may be considered in lieu of education
? Requires working understanding of IT Service Management (Incident and Problem Management), knowledge of ITIL framework and understanding of Enterprise IT Architecture.
? Requires excellent analytical, communication and customer service skills.
? Must be a self-motivator with excellent time management and planning capabilities.
? ITIL V3 Foundation Certification.
? Working knowledge of COBIT
? Working knowledge of Lean IT.
? Experience using ITSM tool such as ServiceNow.
? Experience developing IT Metrics, SLAs, OLAs.
We are an equal employment opportunity employer and will consider all qualified candidates without regard to disability or protected veteran status.