Incident Management

Position Summary:

• As an Incident Management analyst, you will support the existing ITSM Incident Management process, as well as process improvements, supporting incident management product/process owner as they define and move forward the strategy and process improvements Responsibilities
• Support Incident Management process, execution, and documentation.
• Conduct Incident Management trend analysis, error identification, and process improvement activities.

Job Responsibilities:

Knowledge Requirements:

Primary Skills:

• 3+ years experience working within the Incident Management process.
• 2+ years experience with ITSM processes.
• 2+ years experience with ITSM ticketing systems such as ServiceNow, to include opening, updating tickets; gathering essential information from customers to resolve incidents; documenting ongoing work and resolution; experience with reporting systems from ticketing system.
• Strong problem solving, analytical, and time management skills.
• ITIL certification.
• Knowledge of trend.

 Desired Competencies:

• 5+ years experience working within the Incident Management process.
• 5+ years experience with ITSM processes

Leadership:

• Demonstrate character, clarity, courage and commitment to high-performance