IT Service & Incident Analyst II

Role Overview: You will work to perform a set of activities where specialized roles/functions provide value to customers through Incident Management, Change Management, and/or Problem Management. Collaborating with internal technical resources, you will respond to issues with actual or potential impact on client service. Your responsibilities will include ensuring the determination of root cause and resolution of incidents within appropriate timescales, creating and managing post-incident analysis, trends, reports, metrics, action recommendations, and tracking, as well as driving the change process with minimal impact on client service. Key Responsibilities: - Enter and participate in the scope and impact evaluation of an incident into the corporate ticketing system and Incident Tracking System to document the status and resolution of incidents. - Annotate the steps taken to reach incident milestones, create a technical timeline within the incident tracking system, and close the ticket when service has been restored. - Engage, escalate, and communicate notifications as needed to level 3 technical support, management, and critical incident management, and open Meet Me Lines (MML) for technical teams to gather and begin working towards a resolution. - Coordinate internal technical and business teams in the resolution of incidents impacting client service delivery and in the identification of action plans. - Provide technical feedback for communication to internal and external clients and assess incident criteria to determine if formal root cause analysis is needed. - Provide problem management action plans within appropriate timescales, escalating as needed. - Assist other Senior Analysts with trend analysis and action recommendations and action tracking. - Ensure all change activities follow appropriate processes for planning and authorization and see to it that supplier change processes are aligned with client contractual requirements. - Champion and support the change management function, ensuring understanding and compliance with standard methods, processes, and procedures from all internal and external parties. - Facilitate the service transition process and maintain the product catalogue in line with current business requirements. - Participate in the continual service improvement process by providing feedback concerning your role and key data points to enhance existing processes and services in line with enterprise policy. Qualification Required: - Bachelor's Degree - Relevant Experience or Degree in: Experience with various technologies and IT Services. Major in Computer Science strongly preferred, other majors considered. Willing to accept additional experience in lieu of a degree. - Typically Minimum 2 Years Relevant Experience Additional Details: You will develop professional expertise, apply company policies and procedures to resolve a variety of issues, work on problems of moderate scope where analysis of situations or data requires a review of a variety of factors, exercise judgment within defined procedures and practices to determine appropriate action, build productive internal/external working relationships, and normally receive general instructions on routine work, detailed instructions on new projects or assignments.,