Incident Management Analyst

The Incident Management Analyst is a member of the Incident and Problem Coordination team responsible for managing Incident/Problem lifecycle. The Incident Management Analyst will provide incident outage coordination, notification, escalation and incident reporting to key stakeholders. Incident Management Analyst is responsible for the processing and monitoring of enterprise level incidents from inception to resolution for the government customer environment. The Team is the central communications point for all incidents managed by the organization and accountable for the end to end incident management process. The Incident Management Analyst is responsible for reporting, tracking and resolving all Incidents in the environment. This team operates 24x7x365 and shift scheduling is at the discretion of the Incident Management Team Lead.

Responsibilities:

• Work in a 24x7x365 environment.
  
• Incident initiation, management of bridge calls, communications and escalations.
  
• Change tracking and communication.
  
• Coordination with the Problem Management Team and Change Management Team.
  
• Information gathering with application, Level 2 support, and site personnel on outages and service degradations.
  
• Investigate and gather information from other Service Desk personnel assigned to an incident or problem.
  
• Assess the impact and sensitivity of the outage situation.
  
• Maintain continuous coordination with Tier 1 to ensure monitoring of inbound calls & tickets for potential incidents.
  
• Coordinate IT incident prevention and or response.
  
• Work with Leadership to recommend program improvements or adjustments to processes to improve contract deliverables.
  
• Distribute reports to technical team leads and management; participate in meetings to share metrics results.
  
• Support training and knowledge sharing efforts.
  
• Provides group facilitation, interviewing, training, and additional forms of knowledge transfer.
  
• Apply knowledge of the IT infrastructure interdependencies and impacts of Enterprise incidents and changes in order to balance priorities while driving incident resolutions.
  
• Exercise judgment within generally defined practices and policies in selecting methods and techniques for resolving incidents.
  
• Facilitate the troubleshooting process among team members.
  

Required Skills/Experience:

• Associate Degree or equivalent experience.
  
• 5 years of experience in IT support or related field.
  
• 3 years of experience working in ITIL environment, such as IT Service Desk operations.
  
• 2 years of experience with two of the following IT areas: Incident or Problem Management, IT Service Desk, IT Network Operations, Active Directory, MS Exchange, Data Center Operations, Cloud Computing, or Security Operations.
  
• 1 year of experience using ServiceNow ITSM tool or other similar ITSM tools.
  
• Knowledge and understanding of IT Operational technologies, including networks, routers, switches, Operating Systems, etc.).
  
• Experience with people-coordination or project management efforts involving more than 10 individuals, including senior management.
  
• Experience documenting incident resolution processes, creating reports, and providing timely status to management.
  
• Demonstrated ability to troubleshoot and resolve moderately complex IT incidents with limited direction.
  
• Demonstrated ability to work in a fast-paced environment, multi-task, and work with team members.
  
• Availability to work flexible hours as need to support mission requirements.
  
• Excellent written and verbal communication skills in both formal and informal formats.
  
• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
  

Preferred Skills/Experience:

• ITILv4 certified.
  
• Top Secret security clearance.
  
• Experience supporting DHS or other similar federal agencies.
  
• Other relevant technical certifications (e.g. Cisco, Microsoft, CompTIA, etc.).
  
• Experience in the incident, change and problem management process.
  
• Experience in Command Center, Operations Center or Customer Support.
  
• Experience supporting Enterprise IT operations for 30,000+ users.
  

Physical and/or Mental Qualifications:

• Effectively communicate with customers, stakeholders, and technical specialists.
  

EOE, including Disability/Vets.

Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.