Incident Analyst

PMO NOTES: Please attachment for additional information about role



Position Summary:



The Incident Analyst will be responsible for driving service excellence across all of ***of Businesses, leveraging best practices and incident, problem management processes and tools to restore services to their normal operating state within agreed-upon service level expectations.



This position will effectively manage the lifecycle of major incidents to the point of root cause, provide metrics on incidents and problems, and work to identify improvements that will ensure the stability of the *** of Businesses environment, preventing incidents from reoccurring.



Position Responsibilities may include, but not limited to:



• Participate in a 7x24 on-call rotation to manage major incidents

• Own business impacting events, restoring the environment to normal service operations w/cross-functional partners.

• Ensure timely communications and updates are provided to key stakeholders for major incidents.

• Drives root cause analysis activities by conducting meetings to review major and repeatable incidents, identify areas of improvement, assign corrective actions, and monitor corrective actions to completion.

• Develops and maintains incident and problem management policies, procedures, processes, and documentation related to incident and problem management tools.

• Creates metrics and reporting for measuring corrective action success and the impact the corrective actions have by reducing mean time to resolve incidents and the number of incidents throughout the environment.

• Work with internal and external support teams to ensure that the requirements are being met in incident and problem management meetings.

• Ensure adherence to Incident and Problem Management process and service level expectations (SLEs) through monitoring and escalation where needed.

• Other projects or duties as assigned.



Required Skills and Experience:



• Bachelor's degree in computer science or related IT field with 3 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management or HS Diploma with 6 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management.

• ITILv4 certified or demonstrate knowledge of ITIL best practices.

• Excellent communications skills.

• Proficient in Microsoft Office Suite, emphasis on Excel and PowerPoint

• 1 - 3 years Incident Management Experience

• 1 - 3 years Problem Management Experience

• Able to demonstrate efficient time management skills

• Able to strive for quality and accuracy within deliverables

• Must have a passion for working with various groups and technologies.

• This position must pass a post-offer background and drug test.



Preferred Skills and Experience:



• ITIL Intermediate Certification

• PMP Certified

• Strong understanding of network, server, and infrastructure technologies.



Physical Demands and Work Environment:



Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Due to the nature of our business in regard to such things as delivery schedules, order inputs, selection, and Department of Transportation Hours of Service, overtime, attendance and punctuality are essential job functions
Should an individual in this classification not be able to adhere to this requirement due to a disability, they should contact their Human Resources department to see what, if any, reasonable accommodation may be made.

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