Incident and Problem Management Analyst

We Put the World on Vacation. The Analyst, Incident and Problem provides 24x7 support for the Travel + Leisure Co. Major (Priority 1 and 2) Incident Management process. This individual assesses critical incidents and makes decisions to escalate those incidents to appropriate technical teams.

Requirements

• Bachelor’s degree in computer science, Information Technology, or related field, or equivalent experience in related field.
• ITIL certification is preferred.
• 3 years’ experience in any Information Technology field, IT Service Management preferred.
• Proficient in Microsoft Office Business Productivity Tools.
• Familiarity with common IT Service Management frameworks (ITIL, COBIT, DevOps, Agile)
• Experience with one or more IT Service Management platforms (HEAT, Zendesk, Jira, ServiceNow, etc.)
• Exposure to navigating large Enterprise Suppliers such as Cisco, Oracle, and Microsoft.
• Ability to take limited data and formulate decisions in a fast-paced, complex technology environment.
• Strong written and verbal communication and collaboration skills.
• Ability to tailor message to senior technology and business leadership.
• Strong customer service and communication skills balanced with the ability to explain complex concepts in common language.

Benefits

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Paid time off
• Parental leave and holidays
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match
• Legal and identify theft plan
• Voluntary income protection benefits
• Wellness program
• Employee Assistance Program