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Incident Management Analyst Jobs

Company

Horizon Staffing 2003
Address Houston, TX, United States
Employment type FULL_TIME
Salary
Category Technology, Information and Internet
Expires 2023-07-04
Posted at 10 months ago
Job Description
  • Participation in audit activities related to the Incident Management process
  • Responsible for Incident Management reporting.
  • Coordinates resources assigned to complete projects. Includes managing and coordinating data, information and/or personnel.
  • Perform other duties as assigned.
  • Continuous development and daily management of Service Quality.
  • Detection of possible problems and the assignment to the Problem Management team.
  • Recommends process changes as determined from risk and failure points in the processes evaluated, with necessary modifications to workflows and/or current procedures to maximize the advantages of existing systems.
  • Develop training programs and materials/documentation for all user types.
  • Obtains relevant data/information.
  • Incident investigation and diagnosis
  • Analyzes, aggregates, assimilates, and validates data/information.
  • Identify areas of opportunities and recommend improvements in the execution of the process.
  • Collaborates with IS Leadership and IS Executive teams in driving service management best practice and ITIL process standardization.
  • Analysis of current business practices, user needs and workflow processes.
  • In the event of an outage, incident or emergency, ensures all Incident Management processes are adhered to.
  • Ability to create and deliver Executive Level reports based on ticket analysis.
  • Analyzes project impacts and dependencies across the IS organization.
  • Determines, analyzes and formulates current practices, user needs and workflow processes, issues and potential solutions.
Requirements
  • Ability to logically analyze problems and develop efficient and effective solutions.
  • Ability to plan, assign, and direct the work of others.
  • Flexible and adapts to rapid change.
  • Verbal and written communication skills, planning, analytical and problem solving skills.
  • Analytical skills. Must possess the ability to understand business processes and workflows.
  • Strong social, interpersonal skills, customer-centric attitude and ability to deal with highly complex and high pressured situations.
  • Excellent communicator with strong facilitation and soft skills.
  • Ability to compile and analyze data, identify patterns, trends and problems, make recommendations for improvement, and prepare reports for management review.
  • Ability to liaise with executive-level sponsors.
  • Ability to work well under pressure.
  • Working knowledge of ServiceNow and other ticket systems.
  • Ability to perform work requiring close attention to detail.
  • Ability to establish and maintain satisfactory relationships with other departments, employees, and the general public using courtesy, patience, and tact.