Information Technology Service Management Analyst
2 weeks ago
Contract - 6 month to start, with chance of extension
Start Date - January 2025
Hybrid/Remote - 3 days per week in office
PRIMARY OBJECTIVE:
The primary goal of the Incident and Problem Management Analyst is to support the prompt recovery of normal service operations after incidents and to contribute to identifying and resolving the root causes of recurring issues. This position focuses on enhancing service reliability and minimizing future interruptions through active participation in incident and problem management processes.
RESPONSIBILITIES:
- Provide support in managing Severity 1 and 2 incidents reported to the Service Desk, ensuring timely restoration of services.
- Assist in impact assessments and actively participate in major incident calls, collaborating with relevant teams to minimize business disruption and restore services.
- Maintain clear communication with internal and external stakeholders, providing regular updates during the incident lifecycle to ensure transparency and alignment.
- Document incident details, including key actions and timelines, and assist in conducting thorough root cause analyses for recurring issues.
- Contribute to the problem management process by analyzing recurring incidents, identifying patterns, and implementing solutions to prevent future occurrences.
- Support the preparation and delivery of management reports, such as incident summaries, metrics on lost service hours, and root cause analysis reports.
- Collaborate with team members to ensure effective workload distribution and participate in on-call rotations as needed.
QUALIFICATION REQUIREMENTS:
Education/Training
- Bachelor's degree in business, computer science, or a related field, or equivalent experience.
- ITIL V4 Foundations certification (required).
Experience
- 2–4 years of experience in IT Service Management (ITSM), Service Desk or Help Desk operations, or application, network, data, and infrastructure support.
- Exposure to IT Operations, including production support for web applications, as well as technical, data center, storage, and network management.
- Demonstrated skills in customer service and effective communication.
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