Business Analyst
4 weeks ago
Business Analyst/Incident Manager
Contract-to-hire opportunity
Remote (with availability to travel to Raleigh on as-needed basis)
Job Description:
We are seeking a Business Analyst/Incident Manager with expertise in ServiceNow IT Service Management (ITSM) to join our dynamic team. The ideal candidate will be responsible for leading incident response efforts, managing critical incidents, and ensuring the effective utilization of ServiceNow ITSM platform to streamline incident resolution processes.
Key Responsibilities :
Oversee and improve the request, incident, and problem management process by seeking out and integrating best practices wherever possible.
Regularly iterate on the problem and incident management processes using data gathered about the frequency and severity of incidents.
Establish and enforce incident response service level agreements in consultation with end users in the business to establish incident resolution expectations and timeframes.
Analyze performance of incident management activities and documented resolutions, identify problems, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Keep abreast of developments in the world of ITSM, specifically new products, services, and standards that relate to the practice of effective problem management.
Lead the problem management, or MIP team as they work to determine the root cause of IT incidents.
Conduct root cause analysis meetings, including writing meeting agendas and facilitating the sessions.
Creatively implement a variety of root cause analysis techniques.
Track and analyze trends in incident reports and generate statistical reports to inform proactive problem management.
Attend training seminars, conferences, and trade shows to broaden knowledge of current and future incident management technologies and processes.
Oversee the development, implementation, and administration of incident and Problem management training procedures and policies.
Train, coach, and mentor all support tiers.
Work with BRM’s and Service Owners to establish Request Service level agreements with customers.
Identify and share success stories from the RIP Management Program.
Develop and share training materials throughout the organization.
Qualifications:
· Bachelor’s degree in computer science, Information Technology, or related field.
· Hands-on experience with ServiceNow ITSM platform, including incident management, problem management, and change management modules.
· Understanding of ITIL framework and best practices for incident, problem, and change management.
· Excellent leadership and communication skills, with the ability to effectively interact with technical teams, executives, and stakeholders.
· Industry certifications such as Certified Information Systems Security Professional (CISSP), Certified Incident Handler (GCIH), or ServiceNow Certified System Administrator (CSA) are desirable.
· Experience in managing critical incidents in a fast-paced, enterprise-level environment.
· Strong analytical and problem-solving skills, with a focus on driving continuous improvement and process optimization.
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