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The Critical Incident Analyst is a member of the IT Operations organization and this position is primarily responsible for providing timely communications and end-to-end ownership of priority incidents affecting availability of IT applications/services. The scope of this role includes providing critical incident management support and coordination of timely service restoration, in partnership with Application/Service Owners, for 7X24 Major/Critical incidents. Key to your success will be the quality of communication and adherence to established ITSM processes across service restoration. This role will contribute to IT Operations KPI outcomes, ITSM process improvements, and partner with Service Owners for Continuous Service Improvement from discovered opportunities captured during critical incident events. This role reports to the IT Operations Incident Response Manager.
Key Responsibilities
.Provide active engagement to drive critical priority incidents in real-time with application and service owners for end-to-end service restoration across an incident lifecycle via defined ITSM processes.
.Partner with Incident Response Manager to contribute to team priorities across assigned shift, including:
Ensure Incident stakeholder communications maintain a timely cadence with utmost clarity
Facilitate coordination of technical resources engaged for service restoration
Correlate alerts to outages and critical service availability
Validate/review Incident severity & impact
Hold technical teams accountable for progress and communication
IT Operations awareness, including familiarity with Change Management and activities in the operational environment
Understand and capture emergency change test and backup plans
Ensure consistency in data capture per procedures and ServiceNow capabilities
Grow technical knowledge of core services and scaled restoration techniques
.Contribute to Continuous Service Improvement (CSI), including SLA and KPI outcomes.
.Ensure timely incident analysis and problem investigations.
.Ability to work in 24×7 IT operations shift schedule.
YOU MUST HAVE
.Bachelor’s degree in IT or related Engineering discipline, or equivalent work experience in IT Operations.
.3+ years of IT service operation support experience.
.2+ years of ServiceNow experience within a support capacity using core ITSM processes: Incident, Problem, Change, and Knowledge Management.
.Excellent oral, written and collaborative communication skills communicating across all levels of an organization amidst service restoration.
.Demonstrated excellence of IT trouble shooting approaches for timely IT service restoration.
.Demonstrated knowledge in ITIL framework.
WE VALUE
.Experience delivering IT service restoration in a 24×7 operation.
.Experience with supporting mission critical IT operations is a must.
.Strong understanding and demonstrated knowledge of ServiceNow ITSM capabilities.
.Demonstrated ability to work under pressure.
.Strong knowledge of IT business processes and practices.
.Skilled in partnering with IT stakeholder service owners to define issues, identify solutions, and facilitate timely change for service restoration.
.Strong interpersonal skills – effective listening and teaming.
.Self-motivated, demonstrated bias for action.
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