Technical Data Analyst

Role: Technical Data Analyst

Location: Onsite - Atlanta / Raleigh / Charlotte/Remote

Years of Experience: 14.00 Years of Experience

What are the top 3 skills required for this role?

Service Now

Incident Management

Change Management

Job Description/ Responsibilities

The Technical Data Analyst will be responsible for reviewing ServiceNow Incident Change Problem tickets (not to be limited to) for data that will contribute to understanding areas where focus is necessary to improve our (Truist) uptimes and reduce client impact due to outages. Themes and trends will be identified by this position and communicated to the owning areas so that the data may be leveraged for process improvements and enhancements as necessary.

Responsibilities

The Technical Data Analyst will be responsible for reviewing ServiceNow Incident Change Problem tickets (not to be limited to) for data that will contribute to understanding areas where focus is necessary to improve our uptimes and reduce client impact due to outages. Themes and trends will be identified by this position and communicated to the owning areas so that the data may be leveraged for process improvements and enhancements as necessary. Close work with all of the areas within technology will be required to understand the paths of work that are underway and being delivered, and how the data which is discovered may integrate with the teams and help form out paths for improved delivery and sustainability. Weekly Monthly Quarterly reporting will be required of this role. Meetings daily weekly monthly and ad-hoc with team members will be needed to arrive at an understanding of coordination and remediation plans. Working with Governance department to ensure that all necessary areas for review and consideration are taken and acknowledged as part of the thematic analysis

Knowledge of Major/Minor Incidents, and the differences each represent and Prioritization

Root cause analysis understanding

Experience as a Problem Manager

Have conducted post incident reviews in the past

Analysis of Performance Metrics in an IT Organization

ServiceNow: Incident/Problem/Change Module at an expert level

ServiceNow Reporting at an expert level

Technical Data Analysis

Trending of Data

Technical aptitude

Meeting facilitation

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