IT Service Management Analyst

A contract position with a major financial firm.

We are looking for a Service Management Specialist to join our Incident Management team within the Operations Control Center (OCC). The OCC is the organizational unit responsible for Incident, Problem, Event, and Change functions. The Service Management Specialist will work with technical and operations contacts across the enterprise on high priority enterprise technology incidents.

The ideal candidate is highly skilled in facilitating major incident resolution, direct cause analysis and continuous improvement with an enterprise technology focus.

Key Responsibilities

• Facilitate root cause analysis and identification of corrective and preventative actions on high priority and complex enterprise IT incidents
• Coordinate cross functional teams via calls or virtual tools to document ownership and status of root cause investigation and action plans
• Ensure documentation of business impact on problem records
• Contribute to communications and documentation for an executive level
• Exercise independent judgement within process on assessment of risk and escalations
• Participate in major incident review meetings
• Contribute to analysis of incident and problem trends and identify proactive opportunities for continuous improvement for communication to stakeholders
• Contribute to OCC process improvement efforts leveraging Agile framework

Job Qualifications

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