Incident and Problem Managment, Senior Analyst

The Incident & Problem Management Sr. Analyst will be responsible for ensuring a cohesive Incident and Problem management practice for Inspire Shared Services, leading the Major Incident process and managing the Problem Management practice.

Requirements

• 4 Year Degree and/or Bachelor’s degree in computer science, Management Information Systems, or related field.
• ITIL Certification or relevant experience.
• ServiceNow Certifications or relevant tool experience.
• Experience with ITSM tools and solutions; ServiceNow desired.
• A minimum of 3 years' experience in a medium-to-large-sized enterprise environment.
• 3+ years in depth experience defining, implementing, and improving ITSM processes
• 3+ years of experience in IT Service Management process design focused on Incident, Problem, and Major Incident Management

Benefits

• Driving long-term Incident reduction through root cause analysis and Problem management while leveraging best practices according to the ITIL framework.
• Working with Stakeholders to drive Problems to resolution.
• Managing the communication process during outages that affect key P1 systems.
• Leading triage efforts on major Incident technical communication bridge during system wide outages and disruptions and ensure key resources are working toward service restoration.
• Collaborate with appropriate subject matter experts to investigate and diagnose Problems and determine root causes.