Job Summary:
The Senior Incident Management Analyst plays a crucial role in minimizing the adverse effects of IT changes, incidents, and problems, while proactively preventing the occurrence of IT incidents, problems, and errors for firm partners and professionals. This independent position is responsible for owning the Incident Management process, ensuring alignment with strategic company objectives. The role involves guiding and supporting IT Service Management (ITSM) process implementation, as well as executing and maintaining designated ITSM processes with minimal supervision.
Key responsibilities for this role include coordinating Incident Management and triage efforts with relevant resources across National IT. The aim is to identify underlying issues, develop temporary workarounds, and provide comprehensive documentation to Problem Management, system owners, and vendors. The Senior Incident Management Analyst independently manages Incident Management processes and drives continual process improvement through well-documented recommendations to IT leadership. Maintaining an advanced understanding of current IT systems and hardware is essential to ensure the correct and consistent application of firm-wide policies and procedures. Additionally, the Senior Incident Management Analyst provides training and guidance to enhance the overall knowledge within National IT.
Job Duties:
Oversees Incident Management activities, ensuring alignment with best practices as defined in the ITIL Framework and BDO National IT operational processes
Leads Major Incident Management activities and serves as the process owner for Major Incident (MI) operations
Creates incident impact communications to IT and the Firm, when 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
Supports ITIL ITSM processes by:
Investigating critical and complex incidents and issues identified as problems
Identifying root cause trends in event management outputs
Leading problem investigations and root cause analysis in coordination with various IT departments, leaders and technicians
Reviewing changes for compliance, necessary detail and possible impact to production environments
Leading creation and communication of change reports and are responsible for follow up on non-compliant changes
Creating and maintaining KPI & Metrics to improve IT Service Management
Validates all relevant information about an incident or problem to correct any categorization errors, ensuring accurate reporting data in ServiceNow
Logs activity related to incidents and problems to maintain accurate ticket history in ServiceNow
Publishes modifications or workarounds to open problems to help facilitate root cause analysis investigations and future mitigation activities
Identifies process gaps or disconnects found during incident triage and relays information to Problem Management
Ensures all documented processes are adhered to and departmental compliance is achieved
Validates 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
Creates and maintains technical documentation and FAQs, including new troubleshooting steps and resolution criteria for inclusion in the Knowledgebase and/or Problem database within ServiceNow
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 for trending issues, including system outages and degradations
Other duties as required
Supervisory Responsibilities:
N/A
Qualifications, Knowledge, Skills and Abilities:
Education:
High school diploma/GED, required
Bachelor's Degree, preferred
Experience:
Five (5) or more years of experience in technical support environment, required
Four (4) or more years of experience with IT Service Management best practices and core functions, preferred
Experience with professional services firms, preferred
Experience leading IT-wide meetings, including those with IT leadership and other senior firm resources, preferred
License/Certifications:
ITIL Foundation v3 or higher, required
ITSM Essentials, preferred
Software:
Microsoft Windows 10, or higher, operating system, required
Microsoft Office 365, required
ServiceNow, required
Other Knowledge, Skills & Abilities:
Excellent interpersonal and customer relationship skills
Strong problem-solving and technical troubleshooting skills
Ability to work independently without direct oversight
Self-starter and highly motivated individual
Capable of working in a deadline-driven environment, while handling multiple complex projects/tasks simultaneously with a focus on details
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
Ability to work after hours and weekends as needed
Capacity to travel as needed
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: $80,000 - $100,000
NYC/Long Island/Westchester Range: $80,000 - $100,000
Maryland Range: $80,000 - $100,000
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.
