Incident Management Analyst

Incident Management Analyst

A Few Words About Us Integrated Resources, Inc is a premier staffing firm recognized as one of the tri-states most well-respected professional specialty firms. IRI has built its reputation on excellent service and integrity since its inception in 1996. Our mission centers on delivering only the best quality talent, the first time and every time. We provide quality resources in four specialty areas: Information Technology (IT), Clinical Research, Rehabilitation Therapy and Nursing.

This is a contract position with my direct client.

Job Description

Ensure incidents are escalated and facilitated to enable efficient and timely service restorations

Communicate with all levels of management regarding Priority 1 and Priority 2 incidents

Support rotating on-call support for Priority 1/2 (24x7)

Perform initial Priority assessments and mediate Priority assessment disputes.

Facilitate the restoration of service. Facilitate discussions and identify resulting action items. Ensure the correct technical staff is working on an incident

Escalate issues during the issue resolution

Facilitate and support lessons learned reviews

Assist with enhancements of incident process documentation & incident reports

Assist in measuring and improving, information and experience within incident management

Ensure strong, clear and effective communication across all release stakeholders

Ensure standards, tools and best practices are implemented

Educate community about Incident Management services

Completes ad-hoc and ongoing projects on an as-needed basis

Qualifications

Education level: Bachelor's degree or equivalent work experience

ITIL V3 Foundation experience. Certification and working knowledge preferred.

Experience with ServiceNow a plus.

Total years and type of prior related experience: 2 + years related help desk or BA experience

Ability to multi-task in a fast-paced environment while prioritizing work items appropriately.

Self-motivated, self-confident team player that can work well in a fast paced environment. Quick on one's feet, fast thinker

Ability to understand and communicate high level technical concepts

Process driven; leverage existing sustain processes to efficiently execute duties

Excellent communication both written and verbal. Facilitation and elicitation skills to communicate with stakeholder groups

Basic understanding of ticketing systems and workflow

Solid analytical skills and ability to solve problems. Applies a systematic problem-solving approach to gather needed information, evaluate alternatives, develop contingencies and prioritize actions.

Generates sound solutions for complex business problems; anticipates obstacles and establishes next steps.

Works with the customer to involve the right people; solicits input, knows and plans for stakeholder impact. Self-motivated, independent worker, driven to complete tasks quickly

Balances priorities and manages workload effectively

Solid PC skills and knowledge of Microsoft Office products, including Outlook, Excel and Word experience

Detail-oriented individual to ensure all issues are resolved to customer satisfaction

Negotiation skills to effectively resolve customer issues by seeking win-win solutions that add value to the customer

Flexibility: Determines process and priorities based on the requirements of a situation. Quickly adapts approach as the situation changes

Organizational skills to manage a wide array of information and activities

Creative thinking skills to push beyond the boundaries of existing practices and mindsets

Ability to quickly master procedures and processes

Creates a climate of collaboration and teamwork among team members and customer groups

Focus on improvement; enhance existing processes to improve efficiency and customer satisfaction

Recognizes the value of a multi-industry perspective and applies best practices to create innovative solutions

Sees the opportunity to act and make a difference. Take the initiative to make a difference without over-analyzing or waiting until it is too late. Willing to accept short term solutions that meet critical and immediate needs, but may not be perfect for the long run so that projects and systems can move forward