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ITSM Incident Management Analyst

3 months ago

Plano, United States Wright Technical Services Full time

As an ITSM and Incident Management Operations Analyst, you will play a crucial role in safeguarding critical functions by investigating incidents, developing and maintaining disaster recovery plans, and leading responses to critical incidents. Responsibilities include collaborating with cross-functional teams and conducting Incident Management meetings adhering to ITSM Practices, while ensuring operational stability and fostering collaborative relationships across divisions.


Technical Qualifications

  • Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
  • Minimum 5+ years of technical Infrastructure experience in an ITSM environment
  • Technical experience in ServiceNow including set-up, configurations, and workflows
  • Functional experience in ServiceNow including Incident Mgmt., Change Mgmt., Asset Mgmt., etc.
  • Strong understanding and ability to speak to ITSM Practices and Components
  • 4+ years of experience supporting Microsoft Azure, including Entra ID/ Active Directory and M365 Cloud
  • 2+ years of experience and basic understanding of: Networking fundamentals (DNS, DHCP), servers, data centers, and virtualization (VMware)
  • Experience leading a team, project, or initiative


Competencies

  • Familiarity with Disaster Recovery planning and execution
  • Strong, assertive, and professional communication skills
  • Technical understanding of networking, including data center
  • Outstanding and ability to work effectively and cross-functionally
  • Excellent organizational and documentation skills
  • Proactive mindset
  • Availability for on-call duties (24/7) during critical incidents


Description

  • Investigate incidents, propose preventive measures, and lead critical incident response
  • Develop and maintain disaster recovery plans, collaborating with IT and business units
  • Conduct training sessions on disaster recovery protocols and coordinate system/data restoration after disasters
  • Lead the initiative to develop and document an enterprise-wide Disaster Recovery plan
  • Collaborate with technicians, engineers, and leadership to gather requirements and implement the plan
  • Utilize proficiency in ServiceNow to streamline and manage the Disaster Recovery plan deployment
  • Enhance critical application monitoring and operational processes
  • Ensure data maintenance and operational readiness in ServiceNow
  • Collaborate on enterprise disaster recovery and business continuity plans
  • Proactively identify trends and efficiencies to improve IT service delivery
  • Provide insights based on historical data for issue resolution
  • Establish partnerships across divisions to support disaster recovery
  • This role requires dedication to maintaining operational stability, fostering collaborative relationships, and proactively ensuring business continuity in the face of disruptions.