Incident Management Analyst

Our story

Strada is a technology-enabled, people powered company committed to delivering world-class payroll, human capital management, and financial management solutions to organizations globally.

With a team of more than 8,000 experts and over 30 years of expertise, Strada blends leading-edge technology with human ingenuity to help businesses across the globe design and deliver at scale. Supporting over 1,400 customers in 33 countries, Strada partners with customers at every stage of their journey, to help drive their vision forward.

It’s why we’re so driven to connect passion with purpose. Our team’s experience in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Strada is the perfect place to put your passion to work.

To learn more about us, visit stradaglobal.com

Position Summary:

The Incident Management Analyst is primarily responsible for supporting the end-to-end Incident Management and Major Incident Management processes. For Major Incident Management, ensuring the efficient handling and communications with a target of reaching service restoration within defined timeframes. For Incident Management, to ensure that incident process adherence across the organization. Secondarily, to support other ITIL processes such as Problem Management and Change Management as needed. The main mission is to ensure the availability of critical applications and services, to ensure we have a fast and quality resolution to high impacting issues and to ensure corrective measures are implemented to avoid re-occurrence.

Duties Include but are not limited to:

Incident Management:

• Supports the adherence and compliance of the Incident Management process across the organization
• Run reports and review incident metrics to identify areas that require attention
• Works directly with required technical and non-technical teams and resources as needed for first assignment accuracy and keep reassignment counts as low as possible.
• Helps to identify improvements in process and implements efficiencies

Major Incident Management:

• Accountable to support the Major Incident process, assessing incidents reported for Major Incident handling.
• Participates in the Major Incident process for those incidents that do qualify.
• Responsible for managing Major Incident calls which includes the engagement of technical teams.
• Documents and tracks actions and progress of Major Incidents.
• Ensures efficient handling and timely service restoration of Major Incidents.
• Communicates Major Incident status to business stakeholders.
• Performs required follow up actions once service restoration is reached.

Problem Management:

• Supports the Problem Management process where problem records are opened for root cause analysis from Major Incidents
• Responsible for ensuring technical groups perform Root Cause Analysis (RCA) for Major Incidents.
• Ensures that problem records are documented, managed effectively, efficiently, and that identified solutions or effective workarounds are implemented to resolve.
• Works proactively to ensure that, where possible, problems are identified and resolved before service is impacted.

Change Management

• Supports the change management process, where applicable for Major Incidents
• Ensures change processes are adhered to by technical teams.
• Reviews change record details to ensure process compliance.

Education / Experience / Skills

• University level degree, in related field
• 2 years of experience in supporting IT Service Mgmt processes, with a focus on Major Incident Mgmt and Problem Management
• ITIL Service Mgmt qualification is recommended
• Efficient with using MS O365 applications
• Strong Problem Solving/Analytical Skills
• Excellent communication skills, both written and oral
• Fluent in English
• Proven ability to follow processes
• Energetic and friendly, positive “can-do” attitude
• Quick learner
• Team player
• Flexible work schedule, able to work nights and weekends as needed

Language Required:

• English

Competencies Include:

• Initiative: Tackles problems and takes independent action when needed, practices self-development.
• Interpersonal Skills: Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback and handles constructive criticism.
• Problem Solving/Analytical Skills: Breaks down problems into smaller components, understands how to underlie issues; can simplify and process complex issues, and understands the difference between critical details and unimportant facts.
• Results Focus: Targets and achieves results, sets challenging goals, prioritizes tasks, overcomes obstacles, accepts accountability, sets team standards and responsibilities, provides leadership / motivation.
• Decision Making / Judgment: Makes timely and difficult decisions, uses consensus when possible and communicates decisions to others. Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues.
• Managing Conflict: Listens well, diffuses conflict before it starts, find the causes of and solutions to problems.

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options. 

By applying for a position with Strada, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Strada’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test.  You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Strada is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Strada, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement

Strada is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law.   In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Strada provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Strada.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
 

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.