Incident Management Analyst

Job Summary:

The Incident Management Analyst is primarily responsible for managing the Incident Management processes, and coordinating triage efforts based on incident trends and reporting data in alignment with the best practice ITIL Framework. This role requires the individual to be a self-starter and highly motivated.

The objective of this role is to coordinate Incident Management and triage efforts, with pertinent resources across National IT, with the goals of identifying the underlying issues, finding temporary workarounds, and providing documentation to Problem Management, system owners, and/or vendors. In addition, the Incident Management Analyst is responsible for participating in the Incident Management processes, and continual process improvement, via thorough and documented recommendations to IT Management. The Incident Management Analyst must maintain an elevated level of knowledge around current IT systems and hardware to ensure correct and consistent application of firm-wide policies and procedures. This role serves as a resource to provide training and guidance to raise the overall knowledge and capabilities of the Service Desk and National IT. The Incident Management Analyst works closely with the Sr. Incident Management Analyst, the ITSM team, and the EUS support teams.

An alternative work schedule, on-call work and weekends are occasionally required. Moderate amount of travel may be required related to projects, training or support for several days at a time.

Job Duties:

• Facilitates and helps coordinate Incident Management activities in alignment with best practices as defined in the ITIL Framework and BDO National IT operational processes
• Validates all relevant information about an incident, or problem, to correct any categorization errors, ensuring valid reporting in ServiceNow
• Accurately logs activity related to incidents and problems to maintain an accurate ticket history in ServiceNow
• Is accountable to coordinate any necessary escalation to level 3 resources or 3^rd party vendor support, as needed
• Supports best practice Incident Management processes to facilitate quick and effective incident triage, as well as support Problem Management root cause analysis in alignment with the ITIL Framework and BDO National IT operational processes
• Is accountable to seek out and identify all reports of possible incident trends in a timely fashion
• Proactively informs business line professionals, the Service Desk, and other National IT support resources, about service failures and workarounds to avoid any loss billable time
• Leads Incident Management activities as needed
• Leads Major Incident activities as needed
• Creates and maintains technical documentation and FAQs, including new troubleshooting steps and resolution criteria for inclusion in the ServiceNow knowledgebase and/or problem records
• Analyzes service center data and research trends to identify opportunities for process improvements across National IT and the Firm
• Continuously monitors the status of ongoing incidents, so that actions can be taken as soon as possible if service levels are likely to be breached
• Maintains Incident Management reports to support Incident Management, ITSM, and National IT KPI's
• Reviews and recommends, as appropriate, changes to operational support processes to ensure continuous improvement of the incident handling process
• Communicates with administrators and/or business lines members, as well as National IT support resources, for updates on issues and business line application changes
• Other duties as required

Supervisory Responsibilities:

• N/A

Qualifications, Knowledge, Skills, and Abilities:

Education:

• High school diploma/GED, required
• Bachelor's degree and/or preferred

Experience:

• Four (4) or more years of experience in technical support environment, required
• Two (2) or more years of experience as a Desktop Support Technician or Engineer, preferred
• Experience with professional services firms, preferred

License/Certifications:

• ITIL Foundation v3 or v4+ Certification, required
• Microsoft Certified Professional (MCP), preferred
• Microsoft Certified Desktop Support Technician (MCDST), preferred
• Microsoft Certified IT Professional (MCITP), preferred
• Laptop/Desktop hardware technician certification, preferred

Software:

• Microsoft Windows 10, or higher, operating system, required
• Microsoft Office 365, required
• ServiceNow, required
• Adobe Acrobat, preferred

Language:

• N/A

Other Knowledge, Skills & Abilities:

• Excellent interpersonal and customer relationship skills
• Strong problem-solving and technical troubleshooting skills
• Ability to learn quickly in an ever-changing environment
• Self-starter and highly motivated individual
• Capable of working well under pressure while dealing with unexpected problems in a professional manner
• Strong verbal and written communication skills, including the ability to communicate and interact with all levels of employees and management
• Capable of successfully multi-tasking while working independently or within a group environment
• Capacity to effectively instruct end users in the use of equipment and/or software by providing advice regarding policies and procedures.
• Capacity to travel on a moderate basis (25%)