What are the responsibilities and job description for the PICO Analyst position at Oak Ridge National Laboratory?
Requisition Id 14513
Due to the security clearance requirements of this position, US citizenship is required for consideration.
Overview :
We’re hiring a PICO Analyst (Problem, Incident, Change & Operations Analyst) to lead our efforts towards optimizing processes in the IT service lifecycle by integrating the four key functions of problem management, incident process management, change management, and operations analysis. PICO analysts coordinate with several teams driving collaboration, ensuring process compliance and support the overall enhancement of IT performance in a dynamic enterprise environment!
This position resides in the Client Services & Engineering group in the Digital Services division, in the Information Technology Services Directorate at Oak Ridge National Laboratory (ORNL).
Major Duties / Responsibilities :
Problem Management :
- Lead problem notification efforts in communicating interruptions and outages of IT services to system owners and affected users to increase awareness, promote troubleshooting efforts, and minimize downtime.
- Ensure problems are properly documented in ServiceNow, tracking updated work notes, known errors and workarounds.
- Conduct post-problem Causal Analysis Review meetings for high impact IT issues, maintain Causal Analysis records collection and storage.
- Update and maintain Internal Operating Procedure (IOP) compliance for Problem Management and Lessons Learned.
Incident Process Management :
Change Management :
Operations Analysis :
Deliver ORNL’s mission by aligning behaviors, priorities, and interactions with our core values of Impact, Integrity, Teamwork, Safety, and Service. Promote equal opportunity by fostering a respectful workplace – in how we treat one another, work together, and measure success.
Basic Qualifications :
Preferred Qualifications :
Special Requirements :
Visa sponsorship is not available for this position.
This position requires the ability to obtain and maintain a clearance from the Department of Energy. As such, this position is a Workplace Substance Abuse (WSAP) testing designated position. WSAP positions require passing a pre-placement drug test and participation in an ongoing random drug testing program.
Benefits at ORNL :
ORNL offers competitive pay and benefits programs to attract and retain dedicated people. The laboratory offers many employee benefits, including medical and retirement plans and flexible work hours, to help you and your family live happy and healthy. Employee amenities such as on-site fitness, banking, and cafeteria facilities are also provided for convenience.
Other benefits include the following : Prescription Drug Plan, Dental Plan, Vision Plan, 401(k) Retirement Plan, Contributory Pension Plan, Life Insurance, Disability Benefits, Generous Vacation and Holidays, Parental Leave, Legal Insurance with Identity Theft Protection, Employee Assistance Plan, Flexible Spending Accounts, Health Savings Accounts, Wellness Programs, Educational Assistance, Relocation Assistance, and Employee Discounts.
Having difficulty using the online application system or need an accommodation to apply due to a disability? Please email : ORNLRecruiting@ornl.gov .
This position will remain open for a minimum of 5 days after which it will close when a qualified candidate is identified and / or hired.
We accept Word (.doc, .docx), Adobe (unsecured .pdf), Rich Text Format (.rtf), and HTML (.htm, .html) up to 5MB in size. Resumes from third party vendors will not be accepted; these resumes will be deleted and the candidates submitted will not be considered for employment.
If you have trouble applying for a position, please email ORNLRecruiting@ornl.gov.
ORNL is an equal opportunity employer. All qualified applicants, including individuals with disabilities and protected veterans, are encouraged to apply. UT-Battelle is an E-Verify employer.
