Sr. Incident and Problem Process Analyst

Project Description

This position will be working on the ITSM Support Services team (8) and the ITSM Process Support Team (15), supporting the IT Service Management Practices, including Incident, Problem, Monitoring & Event Mgmt, Major Incident, Major Problem, Knowledge, Configuration Mgmt, Request Mgmt, Catalog, etc.

Responsibilities

Incident Management related responsibilities:

• Prepare for, schedule, and facilitate ad-hoc and weekly incident backlog review meetings, compile details, and send meeting recaps.
• Provide the appropriate guidance on Incident Management policy, practice, and procedures to IT Support team members.
• As part of the monthly Incident Management KPI review meetings, capture action items and associated notes and perform follow-up on the action items.
• Perform incident trend analysis activities.

Problem Management related responsibilities:

• Prepare for, schedule, and facilitate ad-hoc, weekly problem and problem task, backlog review meetings, capture problem/problem task record notes live during each problem/problem task record review and provide problem/problem task handling guidance as necessary.
• Provide the appropriate guidance on Problem Management policy, practice, and procedures to IT Support team members.
• During the monthly Problem Management KPI review meetings, capture action items and associated notes and perform follow-up on the action items.

Skills

Must have

ITIL V4
Incident Management
Problem Management
Service Now

Nice to have

Advanced Communication Skills

Languages

English: C1 Advanced

Seniority

Regular

Relocation package

If needed, we can help you with relocation process.

Vacancy Specialization

Incident Management

Ref Number

VR-98728