Sr Incident Management Analyst

Job Summary:

The Sr. Incident Management Analyst provides specialized investigation and diagnosis on high impact incidents being reported to the Service Desk. This includes identifying incident trends and serves as a lead for more complex incidents. 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, this role is responsible for participating in the Incident Management processes, and continual process improvement, via thorough and documented recommendations to IT Management. This role 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. The Sr. Incident Management Analyst role serves as a resource to provide training and guidance to raise the overall knowledge and capabilities of the Service Desk and National IT.

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
• Independently leads Incident Management activities along with serving as a lead for Major Incident (MI) activities including leading MI calls, recording meetings notes, and coordinating all pertinent resources during Major Incident triage events
• Responsible for assisting with incident impact communications to IT and the Firm, when needed
• Effectively creates and maintains technical documentation and FAQs, including new troubleshooting steps and resolution criteria for inclusion in the ServiceNow knowledgebase and/or problem records
• Partners with technical support teams on escalated and high-level issues
• Independently validates all relevant information about an incident or problem to correct any categorization errors, ensuring accurate and useful reporting data in ServiceNow
• Accurately logs activity related to incidents and problems to maintain accurate ticket history in ServiceNow
• Helps coordinate incident escalations to level 3 resources or 3^rd party vendor support, as needed
• Recommends modifications, or workarounds, to open problems to help facilitate root cause analysis investigations and future mitigation activities
• Identifies process gaps or disconnects found during incident triage and relays information to Problem Management
• Collaborates with management to ensure all documented processes are adhered to and departmental compliance is achieved
• 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
• Creates and maintains technical documentation and FAQs, including new troubleshooting steps and resolution criteria for inclusion in the Knowledgebase and/or Problem database within ServiceNow
• Continuously monitor 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 for trending issues, including system outages and degradations
• Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident handling process
• Other duties as required

Supervisory Responsibilities:

• N/A

Qualifications, Knowledge, Skills and Abilities:

Education:

• High school diploma/GED, required
• Bachelor's Degree, preferred

Experience:

• Five (5) or more years of experience in technical support environment, required
• Four (4) 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%)

Individual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate's qualifications, experience, skills, and geography.