Incident Analyst (Hybrid - Seattle)

Job Description

At Nordstrom, we are dedicated to minimizing production issues, learning from our experiences, and reducing the time to mitigate any incidents that arise. If you are passionate about being on the front lines of incident management in a fast-paced, high-visibility environment, we want to hear from you.

A Day in the Life...

• Coordinate and facilitate the resolution of incidents to restore business services as quickly as possible, driving all necessary activities to achieve this goal.
• Ensure effective communication with all necessary stakeholders, keeping them informed about the incident and its impact on customers.
• Monitor, triage, and coordinate incident response for service failures, infrastructure issues, or deployment problems.
• Perform hands-on analysis and troubleshooting of production issues.
• Engage internal and external resources as needed to join the response team and resolve incidents.
• Enhance customer experience by driving problem management during and after incidents.
• Fully document critical incidents during and post-event, including capturing the complete incident timeline.

You Own This If You Have...

• Excellent verbal and written communication skills.
• Experience in an ITIL-based role, such as Service Desk, Incident, Problem, Change, and Knowledge Management practices.
• Proven ability to manage competing priorities in critical incident situations.
• Strong relationship-building skills with stakeholders during and after high-priority incidents.
• Commitment to ensuring all processes and procedures comply with corporate guidelines.
• Motivated, critical thinker with proven skills to troubleshoot and solve problems in a production support environment with a strong sense of urgency.
• Proactive identification of opportunities for process improvements.
• Familiarity with site and infrastructure monitoring systems (e.g., AWS CloudWatch, New Relic, Datadog).
• 1-3 years of experience in the service management industry.
• 1-3 years of tech support experience.
• 1-3 years of experience troubleshooting, testing, or repairing technical equipment.
• A 4-year degree in a related field is preferred, or equivalent experience.
• Ability to work a weekend shift and participate in an on-call rotation.

We’ve got you covered…

Our employees are our most important asset and that’s reflected in our benefits. Nordstrom is proud to offer a variety of benefits to support employees and their families, including:

• Medical/Vision, Dental, Retirement and Paid Time Away
• Life Insurance and Disability
• Merchandise Discount and EAP Resources

A few more important points...

The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities and qualifications for this job.

Nordstrom will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

Applicants with disabilities who require assistance or accommodation should contact the nearest Nordstrom location, which can be identified at www.nordstrom.com. 

© 2022 Nordstrom, Inc  

Current Nordstrom employees: To apply, log into Workday, click the Careers button and then click Find Jobs.

Pay Range Details

The pay range(s) below are provided in compliance with state specific laws. Pay ranges may be different in other locations.

Washington: $67,725 - $105,000 AnnuallyThis position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Learn more in the Nordstrom Benefits Overview by copying and pasting the following URL into your browser: https://careers.nordstrom.com/pdfs/Ben_Overview_07-14_Full_Time_ES-US.pdf