Enterprise Change and Incident Management Analyst II (Remote)

Position:
Enterprise Change and Incident Management Analyst II (Remote)

Job Description:

SUMMARY

Develops, coordinates and promotes change, incident and problem management activities across the entire enterprise and takes responsibility for the effective functioning of these processes across all the organization. Provides 24x7 support for all change, incident and problem management as it relates to production and disaster recovery environments. Reviews, evaluates and approves changes for production implementation. Responsible for management and escalation of severity zero, one and two level production impacting incidents throughout an incident lifecycle across multiple data center environments. Ensures contractual service level agreements are met in support of clients' and company's mission-critical business requirements. Works across a wide array of product lines and engages various levels of management on a day-to-day basis.

Shift: Must be able to work 7:00am - 7:00pm ET on a 4X3 rotating schedule.

RESPONSIBILITIES

• Manages changes, incidents and problems across multiple data center environments to protect production and disaster recovery systems critical to business success.
• Provides immediate response and coordination aimed at minimizing the duration of service interruptions.
• Make decisions regarding real-time incident resolution activities and selecting client situations for executive and management escalation updates.
• Acts as a liaison between the business and technology teams for high severity incidents (priority 0, 1,and 2 spanning across the entire enterprise) and escalates as appropriate.
• Maintains trend data and metrics related to changes, incidents and problems for clients and executive reporting.
• Recommends and documents departmental standards and procedures.
• Consults with other teams on proper integration and correlation of the change, incident and problem management process and their respective areas.
• Ensures effective and rapid response to major incidents.
• Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident and problem management process.
• Facilitates daily, weekly and monthly tactical meetings as well as creates change and incident reports as determined by business and technology needs.
• Compiles the enterprise post incident report and works with various teams in root cause analysis process to determine cause of incident.
• Performs other related duties as assigned.

MINIMUM REQUIREMENTS

• Bachelor's Degree in Computer Science, Business, Communication or the equivalent combination of education, training, or work experience
• Requires 4+ years of related experience in change, incident or problem management

PREFERRED QUALIFICATIONS

• Experience with ServiceNow
• Considerable knowledge of change, incident and problem management principles, procedures and techniques
• Considerable knowledge of standards and best practices relevant to the information technology industry (e.g. ITIL)
• Strong knowledge of issue resolution and escalation practices
• Knowledge of Black Knight products and services
• Broad knowledge of IT infrastructure
• Ability to apply analysis and creative thinking when solving problems and conflict
• Ability to provide acute attention to detail
• Ability to manage multiple tasks simultaneously
• Conflict resolution and facilitation skills
• Independent and collaborative decision-making ability within specified parameters
• Skilled at identifying and implementing process improvements
• Excellent written and verbal communication skills

Although target pay range may vary by work location, a representative pay range is $60,320 - $83,200. Eligible to participate in medical, dental and vision insurance, life insurance and disability insurance, 401(k) plan and employee stock purchase plan. Eligible to participate in the discretionary annual performance bonus.

EEO Statement:

Black Knight is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, and protected veteran or military family status. Our employees' diversity is our strength, and when we embrace our differences, it makes us better and brighter. Black Knight's commitment to inclusion is at the core of who we are, and motivates us in how we do business each and every day.

Location:
Remote

Time Type:
Full time