ITSM Incident Analyst


Thinkfind Corporation

Salary: $48 – $51 per Hour

ITSM Incident Analyst Fort Worth, Texas

As a Major Incident Analyst, you will be responsible for all aspects of the Incident Management (IM) process while working as part of a team to restore service as quickly as possible during a Major Incident. Specifically, you will manage the IM processes during Major Incidents, which includes driving technical teams towards resolution, communicating status, and working to capture lessons learned for Post Incident Review. The Major Incident Analyst will conduct, facilitate or participate in Root Cause Analysis and Critical Process Reviews as part of a role in Problem Management (PM). You will be responsible for the day-to-day activities related to the management of high and critical priority incidents, ensuring processes and procedures are defined in detail and executed consistently. These incidents may impact multiple applications, lines of business, or infrastructure in multiple platforms (Mainframe, Mid-Tier, Cloud, Network, Physical Layer). More specifically, you will lead the post-incident review process, including, but not limited to, providing incident updates/debriefs, discussing IM process successes and opportunities for improvement, determining courses of action, and assigning/holding technical staff accountable to complete action items; assist other technical staff involved in providing IM and PM statuses and root cause analysis (RCA) reporting; assist with and influences the implementation of IM and PM policies, procedures and processes, ensuring the strategies and activities are consistent with the business objectives and are compliant with processes for review; and, participates in Problem Quality Assurance Review (PQAR) and other meetings as an enterprise IM subject matter expert (SME).

This position requires a high-level understanding of various technologies. Three years of Information Technology experience in a related area (such as second- and third-level service desk, network, server, database, telephony, middleware or server support) needed. Two years of experience coordinating major incidents, changes or problem management preferred. Working knowledge of ITSM tools, reporting and relational database systems needed. Ability to manage multiple high-priority efforts / competing priorities and flexibility to adjust to changing requirements, schedules, and priorities is important. Strong expertise in oral and written communications, including training and presenting to small and large audiences required. Strong facilitation and listening skills to guide teams in process development and improvement exercises and workshops a must. Ability to facilitate constructive and professional debate, and gain compromise and consensus and strong influencing and relationship management skills are essential. Must be self-driven and resourceful to achieve goals independently as well as work well in groups. Ability to quickly adapt to new technologies and changing business requirements. Bachelor’s degree in Business, Computer Science, Information Management Systems, or closely related field or an equivalent combination of education and/or directly related work experience.

**Local candidate preferred; position requires 50% work onsite**

Tagged as: ITSM Incident Analyst