Incident Management Analyst

The Incident Management Analyst is responsible for managing Incident Management processes, coordinating triage efforts, and identifying underlying issues. This role requires a self-starter and highly motivated individual with excellent interpersonal and customer relationship skills. The Analyst will work closely with the Sr. Incident Management Analyst, the ITSM team, and the EUS support teams.

Requirements

• High school diploma/GED, required
• Bachelor’s degree and/or preferred
• Four (4) or more years of experience in technical support environment, required
• Two (2) or more years of experience as a Desktop Support Technician or Engineer, preferred
• Experience with professional services firms, preferred
• ITIL Foundation v3 or higher, required
• Microsoft Certified Professional (MCP), preferred
• Microsoft Certified Desktop Support Technician (MCDST), preferred
• Microsoft Certified IT Professional (MCITP), preferred
• Laptop/Desktop hardware technician certification, preferred
• Software: Microsoft Windows 10, or higher, operating system, required
• Microsoft Office 365, required
• ServiceNow, required
• Adobe Acrobat, preferred

Benefits

• Flexible work schedule
• Opportunities for advancement
• Employee Stock Ownership Plan (ESOP)
• Comprehensive compensation and Total Rewards benefits