Job Summary:
The Incident Management Analyst is primarily responsible for managing the Incident Management processes, and coordinating triage efforts based on incident trends and reporting data in alignment with the best practice ITIL Framework. This role requires the individual to be a self-starter and highly motivated.
The objective of this role is to coordinate Incident Management and triage efforts, with pertinent resources across National IT, with the goals of identifying the underlying issues, finding temporary workarounds, and providing documentation to Problem Management, system owners, and/or vendors. In addition, the Incident Management Analyst is responsible for participating in the Incident Management processes, and continual process improvement, via thorough and documented recommendations to IT Management. The Incident Management Analyst must maintain an elevated level of knowledge around current IT systems and hardware to ensure correct and consistent application of firm-wide policies and procedures. This role serves as a resource to provide training and guidance to raise the overall knowledge and capabilities of the Service Desk and National IT. The Incident Management Analyst works closely with the Sr. Incident Management Analyst, the ITSM team, and the EUS support teams.
An alternative work schedule, on-call work and weekends are occasionally required. Moderate amount of travel may be required related to projects, training or support for several days at a time.
Job Duties:
Facilitates and helps coordinate Incident Management activities in alignment with best practices as defined in the ITIL Framework and BDO National IT operational processes
Validates all relevant information about an incident, or problem, to correct any categorization errors, ensuring valid reporting in ServiceNow
Logs activity related to incidents and problems to maintain an accurate ticket history in ServiceNow
Coordinates any necessary escalation to level 3 resources or 3rd party vendor support, as needed
Supports best practice Incident Management processes to facilitate quick and effective incident triage, as well as support Problem Management root cause analysis in alignment with the ITIL Framework and BDO National IT operational processes
Seeks out and identifies all reports of possible incident trends in a timely fashion
Informs business line professionals, the Service Desk, and other National IT support resources, about service failures and workarounds to avoid any loss billable time
Leads Incident Management activities, as needed
Leads Major Incident activities, as needed
Creates and maintains technical documentation and FAQs, including new troubleshooting steps and resolution criteria for inclusion in the ServiceNow knowledgebase and/or problem records
Analyzes service center data and research trends to identify opportunities for process improvements across National IT and the Firm
Continuously monitors the status of ongoing incidents, so that actions can be taken as soon as possible if service levels are likely to be breached
Maintains Incident Management reports to support Incident Management, ITSM, and National IT KPI's
Reviews and recommends, as appropriate, changes to operational support processes to ensure continuous improvement of the incident handling process
Communicates with administrators and/or business lines members, as well as National IT support resources, for updates on issues and business line application changes
Other duties as required
Supervisory Responsibilities:
N/A
Qualifications, Knowledge, Skills, and Abilities:
Education:
High school diploma/GED, required
Bachelor's degree and/or preferred
Experience:
Four (4) or more years of experience in technical support environment, required
Two (2) or more years of experience as a Desktop Support Technician or Engineer, preferred
Experience with professional services firms, preferred
License/Certifications:
ITIL Foundation v3 or higher, required
Microsoft Certified Professional (MCP), preferred
Microsoft Certified Desktop Support Technician (MCDST), preferred
Microsoft Certified IT Professional (MCITP), preferred
Laptop/Desktop hardware technician certification, preferred
Software:
Microsoft Windows 10, or higher, operating system, required
Microsoft Office 365, required
ServiceNow, required
Adobe Acrobat, preferred
Language:
N/A
Other Knowledge, Skills & Abilities:
Excellent interpersonal and customer relationship skills
Strong problem-solving and technical troubleshooting skills
Ability to learn quickly in an ever-changing environment
Self-starter and highly motivated individual
Capable of working well under pressure while dealing with unexpected problems in a professional manner
Strong verbal and written communication skills, including the ability to communicate and interact with all levels of employees and management
Capable of successfully multi-tasking while working independently or within a group environment
Capacity to effectively instruct end users in the use of equipment and/or software by providing advice regarding policies and procedures.
Capacity to travel on a moderate basis (25%)
Individual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate's qualifications, experience, skills, and geography.
National Range: $70,000 - $90,000
Maryland Range: $70,000 - $90,000
NYC/Long Island/Westchester Range: $70,000 - $90,000
All qualified applicants will receive consideration for employment without regard to race, age, color, religion, sex, national origin, disability, protected veteran status, or any other classification protected by law.
