What are the responsibilities and job description for the Incident Management Analyst II position at Paycom Payroll Llc?
The role of the Incident Management Analyst is to monitor and drive resolutions to critical issues that affect the availability and performance of Paycom systems for our clients. As an Incident Management Analyst, you will organize and manage all efforts and processes for critical issue discovery, remediation, and documentation, as well as communicate with executive level stakeholders.
RESPONSIBILITIES
- Assist the team in maintaining strong incident response plans for critical enterprise incidents
- Monitor team ticket queues and ensure SLAs are met
- Take charge of communication and remediation efforts during assigned incidents
- Track technology changes and ensure quality communication of those changes to business units
- Shadow NOC and SOC employees and ensure they are knowledgeable on escalation processes
- Assist in evaluating the severity of all incidents and coordinate response efforts
- Accept projects and tasks from leadership and meet deadlines
- Act as the point of contact for incident stakeholders when on an assigned incident
- Coordinate and ensure correct resources and subject matter experts are assigned and involved during incidents
- Assist in leading post-incident reviews and create proper documentation of incidents. Follow-up to ensure all suggested improvements are evaluated and implemented
- Advocate for strong monitoring, alerting, and communication efforts for all Paycom technologies
- Performs additional duties and assignments as requested
Education/Certification:
- Bachelors degree
Experience:
- 3 years of related experience in the Information Technology industry
PREFERRED QUALIFICATIONS
Experience:
- Incident management experience within an enterprise environment
Skills/Abilities:
- Documenting incidents and providing executive summaries
- System administration of modern Windows OS
- Experience interacting with an enterprise change management platform
- Operating in an environment with escalation procedures
- Scripting languages such as PowerShell or Python and utilizing them for task automation
- Functional understanding of all pieces of an enterprise technology stack
- Defining severity of incidents
- Working across departmental borders and building formal and informal networks
- Collaboration and communication tools
- A working understanding of technical terminologies to effectively communicate with SMEs.
- Alerting and communication technologies leveraging apps, email, SMS, and push notifications
- Proficient in preparing clear, accurate, and appropriate communication
- Excellent on-the-fly communication skills, both written and verbal
- Strong organizational skills
- Troubleshooting across multiple technologies
- Work for extended time at keyboard/terminal
- Maintain effective working relationships with supervisor and coworkers
- Work flexible hours, including weekends and evenings
Paycom is an equal opportunity employer and prohibits discrimination and harassment of any kind. Paycom makes employment decisions on the basis of business needs, job requirements, individual qualifications and merit. Paycom wants to have the best available people in every job. Therefore, Paycom does not permit its employees to harass, discriminate or retaliate against other employees or applicants because of race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, military and veteran status, age, physical or mental disability, genetic characteristic, reproductive health decisions, family or parental status or any other consideration made unlawful by applicable laws. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation benefits, and separation of employment. The Human Resources Department has overall responsibility for this policy and maintains reporting and monitoring procedures. Any questions or concerns should be referred to the Human Resources Department. ****To learn more about Paycom's affirmative action policy, equal employment opportunity, or to request an accommodation - Click on the link to find more information: paycom.com/careers/eeoc
