IT Service Analyst

Summary: The IT Operations team is looking for an individual to help build out, execute, and continuously improve our service management processes. The focus will be on Incident Management, Change Management, Problem Management, and Continual Process Improvement. The role will include performing the duties of incident, change, problem, and communication manager. This includes leading these efforts and communicating with business, technical, and third-party resources. The position will also include continuously learning and improving the processes that are based on the Information Technology Infrastructure Library (ITIL) framework. This is a highly visible role with communication required across the entire organization from analyst to senior leadership.

Responsibilities:

Incident Management

• Manage Major IT incidents to restore normal service operations, continuously reducing MTTR.
• Effectively communicate incident status to all internal and external stakeholders.
• Properly document incident details and update tickets and communications accordingly.

Change Management

• Convene Change Advisory Board (CAB) meetings ensuring proper stakeholders and change review is exercised.
• Review all change records for completion to include detailed deployment and backout plans. Approve all change related tickets and verify they are updated with proper status.

Problem Management

• Convene Postmortem and Problem Management meetings ensuring proper teams are involved and tasked with permanent fixes are implemented.
• Maintain problem records for all major incidents.
• Analyze and prioritize incident trend data to compile permanent fix tasks.
• Monitor progress on the resolution of known errors and facilitate knowledge transfer of best available workarounds for incidents.
• Lead efforts to determine root cause and proposed options for permanent fix, liaising with DevOps, Development, and Managed Service Providers to implement.

ITSM Departmental

• Obtain Onbe system platform knowledge and utilize in all areas of ITSM.
• Engage in partnerships with Onbe technical and business teams to ensure ITSM processes are effectively implemented in the organization.

• Monitor the effectiveness of IT processes and make recommendations for improvement.
• Ensure consistent and appropriate communication with customer(s) and internal partners for service-related enquiries and issues.
• Ability to be on-call and respond after business hours.

Qualifications:

• 3+ years of experience
• Experience with incident, problem, and change management.
• Ability to communicate across all levels of employees and stakeholders, including technical, business, customers, and vendors.
• Demonstrated ability to lead others during a challenging IT incident.
• Strong research, analytical and problem-solving skills.
• Entrepreneurial spirit with a start-up mentality; eager to transform.
• ITIL Certification (intermediate or expert) or practical experience.
• Bachelor's of Science in Management Information Systems, Computer Science, or other Technical Degree (extensive experience will also be considered as a substitute for a B.S.).
• Microsoft Certified Professional.

The base salary range for this position is between $55,260.00 to $73,680.00, with eligibility for an annual bonus. The actual base salary offered depends on a variety of factors, including but not limited to the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, business needs, and market demand. Our competitive benefits includes medical, dental, vision, wellness, 401(k) matching, unlimited PTO, work from anywhere, generous parental leave, and more! Our job titles may span more than one career level. All candidates are encouraged to apply.