The Information Technology Service Management (ITSM) Incident Process Analyst supports the design, deployment, and operations of IT Infrastructure based processes. The Process Analyst supports the deployment of process and procedures working with stakeholders to identify improvements. 
As the Incident Management Process Analyst, you get to:
  • Directs the planning, design, and implementation of ITSM Incident processes to meet evolving and changing needs and business requirements of customers, service providers, and internal stakeholders
  • Supports the development of procedures, work instructions, and templates to support process execution
  • Performs as a self-starter who manages end-to-end efforts, working independently, as well as within a team environment
  • Analyzes and uses reengineering approaches that ensure linkage among processes, service providers, and organizational structures to develop unified and consistent service delivery
  • Leverage’s knowledge and best practice experience to identify and champion recommendations for improvements opportunities within the specific process area
  • Monitors processes within the environment and throughout the ITSM process life cycle; validates adherence to specified process requirements and measurement activities; leads quality assurance activities related to process
  • Ensures compliance with process-specific standards and policies
  • Supports analysis, evaluation, and assessment of process performance measurements, and may brief results and recommendations to the appropriate level governance forums
  • Conducts quality assessments to validate proper implementation of processes to meet quality standards
  • Supports in the preparation of briefs, and reports to customers and service providers
  • Works with other process areas to perform analyses and troubleshoot issues across specific ITSM process areas
  • Applies process improvement, reengineering methodologies, and best practice principles to design and implement process modernization and improvements
  • Delivers high quality work and can adapt to new challenges, either on their own or as part of a team
Position Responsibilities:
  • Manage incidents proactively
  • Ensure end user satisfaction during incident resolution
  • Take corrective action based on customer feedback or dissatisfaction; ensure similar case of dissatisfaction does not repeat
  • Identify incident trends and create problem tickets for the same
  • Identify incident resolutions that can be automated, liaison with tools team for automation
  • Ability to use analytical tools and techniques to support reporting across the ecosystem
  • Ensures periodic and sufficient communication to management, business, and customers
  • Supports quick resolution of major incidents, ensuring the Ecosystem is following processes and procedures
  • Utilize Service Now dashboards, tools, and techniques to report the status of the incident process as needed
  • Support Governance forums by preparing slides and reports to show status
You’ll Bring These Qualifications:
  • TS/SCI with Poly Required
  • Bachelor’s Degree OR 5+ years of related work experience
  • Working knowledge of the Service Management workflows and ITSM processes
  • Knowledge of ITIL processes with the ability to obtain the ITIL 4 certification within three months of hire
  • Experience working with an IT service ticketing system analyzing data
  • Experience managing projects to meet schedules and milestones
  • Solid analysis and reporting skills
  • Strong written and verbal communications skills
  • Ability to clearly document and explain ITSM processes (training)
  • Ability to present technical details to a non-technical audience (briefing)
  • Ability to facilitate reoccurring technical/non-technical meetings and working groups
These Qualifications Would Be Nice to Have:
  • ITIL Foundations Certification
  • ServiceNow Certification

This is a full time position
Minimum Clearance Level: TS/SCI CI Poly

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