Lead Incident Analyst
6 hours ago
Goodwill Industries of SE Wisconsin is seeking a highly skilled Lead Incident Analyst to join our team. As a key member of our IT department, you will be responsible for leading the incident management process, ensuring timely and effective resolution of technical issues, and providing exceptional customer service to our stakeholders.
Key Responsibilities:- Lead the incident management process, including categorization, prioritization, and resolution of technical issues.
- Collaborate with cross-functional teams to identify and implement process improvements.
- Develop and maintain incident management policies, procedures, and guidelines.
- Provide training and support to team members on incident management best practices.
- Monitor and analyze incident metrics to identify trends and areas for improvement.
- 2 years of college education or experience equivalency, and a minimum of 5 years' experience in IT service management.
- Familiarity with ITIL and NIST standards.
- Basic understanding of technology services.
The job requires the ability to remain stationary for sustained periods of time, move about to accomplish tasks, and operate a computer or similar technology. Visual acuity is required to perform activities such as preparing data, operating equipment, or reviewing thoroughness of work. Ability to communicate with others and exchange information in written and verbal form.
Core Cultural Competencies:- Customer Focus: Independently anticipate and meet customer needs, while searching for ways to improve customer service.
- Values Differences: Seeks out the diverse perspectives and talents of others, striving to work effectively with others who have different perspectives, backgrounds, or styles.
- Communicates Effectively: Shares information and updates with others, while ensuring a clear, concise, and professional communication.
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Lead Incident Resolution Specialist
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Milwaukee, Wisconsin, United States Goodwill Industries of SE WIS Full timeJob SummaryThe Lead Incident Analyst plays a critical role in establishing the categorization and prioritization of incidents, developing Critical Success Factors (CSFs), and reporting on Key Performance Indicators (KPIs). This position requires strong analytical and problem-solving skills, as well as the ability to bring together support teams to ensure a...
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Lead Incident Resolution Specialist
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Milwaukee, Wisconsin, United States GOODWILL INDUSTRIES OF SE WISCONSIN Full timeJob SummaryWe are seeking a highly skilled Lead Incident Analyst to join our team at Goodwill Industries of SE Wisconsin. The successful candidate will be responsible for establishing the categorization and prioritization of incidents, developing Critical Success Factors (CSFs), reporting on Key Performance Indicators (KPIs), and bringing together support...
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