Sr IT Service Management and Compliance Analyst

Follow Major Incident and Problem Management processes to drive high priority incident resolution efforts, root cause analyses, and problem remediation to implement a permanent fix in the production environment. Provide guidance to various technical teams during high priority ongoing incidents and the problem management phases of the service management lifecycle, leveraging best practices according to the ITIL framework.

Requirements

• Act as a major incident manager during critical incidents, crises, and other broadly impacting events.
• Manage incident bridge calls, facilitate incident chats with close to real time information, draft and send timely communications, escalate to senior management and drive work-streams to mitigate an incident.
• Facilitate industry-standard Root Cause Analysis (RCA) exercises as a result of critical incidents and initiating the Problem Management cycle.
• Collaborate with architecture, DevOps, and Infrastructure teams to identify the root cause for recurring incidents and create action plans for resolution.
• Interact directly with IT leaders, managers and key stakeholders to proactively communicate status on active major incidents or problem investigations.
• Record, coordinate, and report on progress of problem tasks from post incident reviews, and RCA’s.
• Develop and enrich restoration procedures to mitigate future outages and business disruptions.
• Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization.
• Work towards continuous service improvement.
• Establish metrics and reporting with contributions from ITSM process owners.
• Define critical success factors and key performance indicators (KPI) for the processes.
• Track and analyze trends and generate statistical reports.
• Perform trend analysis to anticipate potential problems for proactive resolution.
• Write timely and accurate executive style technical communications.
• Provide detailed notes of highly visible production issues on a timely basis to senior management.
• Send executive communications to a global audience to provide accurate details of incidents and impact to the business.

Benefits

• Competitive Pay
• Bonus for Eligible Employees
• Benefits Package
• Pension Plan
• 401k Match
• Employee Stock Purchase Plan
• Tuition Reimbursement
• Disability Insurance
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Employee Discounts
• Career Training & Development Opportunities
• Health and Work/Life Balance Benefits
• Paid Time Off starting at 160 hours annually for employees in their first year of service.
• Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).
• Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
• Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.
• Adoption Assistance
• Employee Assistance Program
• Back-Up Care Program
• PTO for Volunteer Hours
• Employee Matching Gifts Program
• Employee Resource Groups
• Inclusion and Diversity Programs
• Employee Recognition Program
• Referral Bonus Programs