Incident Management Analyst

Matrix Global Services is looking for an experienced Incident Management Analyst to join a team of professionals who will modify, implement, and deliver ITIL aligned Incident Management services in New York City. We are looking for professionals with the process experience and technical aptitude to enable the team to deliver exceptional service, backed up with quantitative data. An outstanding Incident Analyst will excel at multitasking, remain judicious during major incidents, and develop the capabilities of the team to meet our requirements. This position will be working onsite in NYC

Candidates are required to have the following:

• Exceptional written and verbal communication skills, with the ability to create and tailor communications appropriate for the situation and the audience, including senior executives. This includes the ability to communicate complex technical issues clearly to business leadership. A writing Sample will be required.
• At least 4 years’ experience with Incident Management process is required, with at least 4 years total experience in an ITIL aligned ITSM role.
• The ability to work with technical professionals at all levels to drive timely resolution of incidents
• Direct experience creating and delivering operational reports through ITSM tools (ServiceNow) providing qualitative and quantitative analysis of process and business performance.
• ITIL Foundations certification.
• Demonstratable ability to develop and document ITIL aligned Incident Management and Major Incident Management SOPs, including Continuous Process Improvement and Stakeholder feedback loops.
• At least 5 years of hands-on IT industry experience.
• Broad exposure to and understanding of industry standard technologies and infrastructure including networking, servers, storage, middleware, databases, virtual infrastructure, and cloud services in an enterprise environment
• Expert ability to create documents, diagrams and reports related to the ITSM processes. Samples will be requested.
• Professional caliber soft skills, a drive to be proactive and the ability to adjust as the business situation requires.
• At least 2 years hands on experience using ServiceNow for incident Management.
• At least 3 years’ experience creating operational reports.
• Professional level skill with Microsoft Office.
  
  

Matrix Global Services prefers candidates with the following:

• Experience working in an Incident Management process.
• Experience with other ITIL processes like Change, Request and Problem Management.
• Experience managing staff and processes in a 24 x 7 x 365 ITSM service.
• Experience facilitating the Root Cause Analysis process for major incident outages to identify corrective action to minimize or prevent further occurrences.
• Proficient in ITSM tools such as ServiceNow
  
  

Exceptional candidates for the position of Incident Management Analyst will have the following skills:

• Experience working in government or transportation.
• Solid understanding of ITIL methodology and demonstrated proficiency in the ITIL v3 framework
• Consulting experience.
  
  

Responsibilities will include, but are not limited to:

• Participate in all aspects of the Incident Management Team, the Incident Management Process and the Client Engagement.
• Participate in effective development, documentation, implementation, and ongoing refinement of the Incident Management process including Major Incident (P1) Management, Root Cause Analysis and Reporting.
• Serve as an Incident Manager in the Major Incident (P1) resolution process, including stakeholder communications, to restore normal service as quickly as possible, minimizing the impact to business operations.