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Major Incident Management Analyst

1 month ago

Waukegan, United States Precise Solutions Full time
At Precise Solutions, we are looking for top talent consultants to bring on as employees of our organization and service our clients in the various Life Sciences Industries.  We are much more than a consulting firm Precise Solutions provides competitive compensation packages with great salaries, benefits, health insurance, paid time off and employer-based 401k contributions. 

We currently have an immediate need for the following:
Job Title: Major Incident Management Analyst
Location:  Lake County, IL USA- REMOTE
Compensation:  $38.00 per hour, Paid Time off, Company 401k contributions, Health, dental, and vision insurance.  Total Annual Compensation including benefits is $ 88,000.00

PLEASE NOTE THIS IS A REMOTE POSITION WITH  3rd SHIFT HOURS 11pm-8am Sun-Thur CST

Resume Requirements
The following resume requirements must be met for resume to be considered.
  • Candidates first and last name (legal spelling) must be at the top of the resume.
  • Valid email address must be at the top of the resume.  LinkedIn links will not be accepted it must be a valid email address so our recruiters can respond to your resume.
  • Please refrain from submitting resumes with candidates’ photo they will not be considered
Major Incident Management Analyst TOP REQUIREMENTS
  • 3 to 6 years of recent Major Incident Management experience REQURED.
  • 3 to 6 years of Problem Management experience REQUIRED.
  • Qualified as an IT generalist experience REQUIRED.
  • Business Proffessional Communication Skills REQURED
  • 3 to 6 years of ServiceNow or other ITSM tools REQUIRED.
Major Incident Management Analyst Nice to Have
  • ITIL experience / certification
  • Experience managing ITIL Service Operations processes e.g. Incident and Problem
  • Ability to run a meeting / document the meeting activities.
  • Basic IT infrastructure knowledge is expected.
  • Overtime will be as expected(hours outside of M-F 8am-5pm) when teammates take time off.
  • 11PM to 8AM CST Sunday-Thursday
  • Cover for other shifts as needed- may be required to cover other team members outside of this time zone as needed.
  • No travel required.
Major Incident Management Analyst Job Description
  • Provides Incident Management, Provides Major Incident Management and Problem Management services as part of the Incident Command Center team.
  • Supports other Incident Command Center initiatives designed to drive down the impact of incidents, prevent the occurrence/re-occurrence of incidents, and promote production stability.
  • Supports continuous improvement efforts for Major Incident and Problem processes.
  • Applies knowledge of the client’s high-level architectures, ITIL practices, Managed Service Providers, and/or operations teams to drive resolution of Major Incidents and technology Problems.
  • Establishes plans and processes to ensure that all required technology support resources are aligned and available when needed.
  • Monitors process activities and uncovers risks and issues to ensure production stability.
  • Provides oversight for Major Incident Management service to ensure execution activities are defined and planned and resolution targets are met.
  • Ensures Major Incident and Problem Management processes are planned and executed using current standards, methodologies, tools, and processes and follows rules for requesting exceptions, where justified, to achieve department priorities.
  • Provides strategy, governance and oversight of the Major Incident and Problem Management processes to ensure alignment with department priorities.
  • Provides cross functional coordination of Managed Service Providers, Business Technology Organizations, and/or operations teams.
  • Maintains productive relationships with colleagues and internal users of our department services.
  • Manages our critical success factors (CSFs) and key performance indicators (KPIs) associated with Major Incident and Problem Management.
  • Creates weekly presentations on Major Incident and Problem metrics and key insights.
  • Identifies opportunities for improvement of process and metrics reporting.
  • Adheres to applicable policies and procedures and follows best practices.
Major Incident Management Analyst Qualifications
  • Bachelor’s degree in information technology, Computer Science, or Computer Engineering. Equivalent experience is defined as 6 years combined experience in the above areas.
  • Experience in IT engineering and/or IT infrastructure.
  • Project management experience desired.
  • Foundational knowledge of ITIL framework and Service Operations (Major Incident Management and Problem Management)
  • Knowledge of ServiceNow or other ITSM tools desirable.
  • General technical knowledge.
  • Ability to document incidents and manage technical bridge calls.
Major Incident Management Analyst Hiring Manager’s Comments
  • Years of experience/education and/or certifications required:
  • Bachelor’s degree in information technology, Computer Science, or Computer Engineering OR 6 years of equivalent experience
Major Incident Management Analyst Nice to Have
  • ITIL experience / certification
  • Experience managing ITIL Service Operations processes e.g. Incident and Problem
  • Ability to run a meeting / document the meeting activities.
  • Basic IT infrastructure knowledge is expected.
  • Overtime will be as expected(hours outside of M-F 8am-5pm) when teammates take time off.
  • 11PM to 8AM CST Sunday-Thursday
  • Cover for other shifts as needed- may be required to cover other team members outside of this time zone as needed.
  • No travel required.

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