Incident Analyst

Description:

PMO NOTES:
THIS POSITION IS BEING REOPENED, PLEASE SEE REHOJP.
No extension or FTE available.
Please see attachment for additional information about the role.
Looking for candidates who have strong communication skills, have extensive experience within commanding major incident bridge calls, knowledge in major incident management & problem management, and have documentation experience within the root cause analysis process.

Position Summary:

The Incident Analyst will be responsible for driving service excellence across all of Reyes Family of Businesses, leveraging best practices and incident, problem management processes and tools to restore services to their normal operating state within agreed-upon service level expectations.

This position will effectively manage the lifecycle of major incidents to the point of root cause, provide metrics on incidents and problems, and work to identify improvements that will ensure the stability of the Reyes Family of Businesses environment, preventing incidents from reoccurring.

Position Responsibilities may include, but not limited to:

• Participate in a 7x24 on-call rotation to manage major incidents

• Own business impacting events, restoring the environment to normal service operations w/cross-functional partners.

• Ensure timely communications and updates are provided to key stakeholders for major incidents.

• Drives root cause analysis activities by conducting meetings to review major and repeatable incidents, identify areas of improvement, assign corrective actions, and monitor corrective actions to completion.

• Develops and maintains incident and problem management policies, procedures, processes, and documentation related to incident and problem management tools.

• Creates metrics and reporting for measuring corrective action success and the impact the corrective actions have by reducing mean time to resolve incidents and the number of incidents throughout the environment.

• Work with internal and external support teams to ensure that the requirements are being met in incident and problem management meetings.

• Ensure adherence to Incident and Problem Management process and service level expectations (SLEs) through monitoring and escalation where needed.

• Other projects or duties as assigned.

Required

Skills and Experience:

• Bachelor's degree in computer science or related IT field with 3 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management or HS Diploma with 6 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management.

• ITILv4 certified or demonstrate knowledge of ITIL best practices.

• Excellent communications skills.

• Proficient in Microsoft Office Suite, emphasis on Excel and Power Point

• 1 - 3 years Incident Management Experience

• 1 - 3 years Problem Management Experience

• Able to demonstrate efficient time management skills

• Able to strive for quality and accuracy within deliverables

• Must have a passion for working with various groups and technologies.

• This position must pass a post-offer background and drug test.

Preferred

Skills and Experience:

• ITIL Intermediate Certification

• PMP Certified

• Strong understanding of network, server, and infrastructure technologies.

Physical Demands and Work Environment:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Due to the nature of our business in regard to such things as delivery schedules, order inputs, selection, and Department of Transportation Hours of Service, overtime, attendance and punctuality are essential job functions. Should an individual in this classification not be able to adhere to this requirement due to a disability, they should contact their Human Resources department to see what, if any, reasonable accommodation may be made.
Qualification
Additional Details

• GL Codes from Work Order :
• Pay Rate : 50.00

Qualification Assessment Must Have Background investigation
Background investigation
Yes Drug screening
Drug screening
Yes Non-offshore Attestation
Offshore Attestation
Yes Temporary Worker Agreement
Temporary Worker Agreement
Yes