What are the responsibilities and job description for the IT Service Management Analyst position at TEKsystems?
Our client is looking for a Sr. IT Service Outage Management Analyst. In this role, you will work under the supervision of the IT Service
Manager and in accordance with ITIL best practices. You will be involved in all aspects of service management for Network Infrastructure, including Change, Incident, SLA / OLA, and CMDB environments.
Incident / Outage Management :
Coordinate outage operational support with application and infrastructure teams to resolve issues or develop workarounds for high-priority problems.
Monitor various systems and applications for potential outages and promptly identify issues.
Diagnose the root cause of outages using technical expertise and established procedures.
Implement effective troubleshooting steps to resolve outages and restore system functionality quickly.
Communicate proactively with impacted stakeholders, keeping them informed of the situation, estimated resolution time, and necessary updates.
Document outage details, including root cause analysis, resolution steps, and lessons learned, for future reference and improvement.
Generate outage notifications and status updates to Leadership for P2 service outages.
Work with technical teams and business operations to implement improvements in service delivery and support.
Investigate critical / complex incidents and issues identified as problems.
Initiate problem investigations and root cause analysis in conjunction with the problem owner.
Contribute to the continuous improvement of outage management processes by identifying areas for optimization and suggesting effective solutions.
Stay up-to-date on emerging technologies and industry best practices related to outage management and technical support.
Change / Request Management :
Apply a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative.
Support the design, development, delivery, and management of communications.
Conduct impact analyses, assess change readiness, and identify key stakeholders.
Provide input, document requirements, and support the design and delivery of training programs.
Provide guidance to junior resources for assessing operational impact.
Propose enhanced or new approaches to the IT Change Manager related to any process, procedure, or workflow improvements.
Skills / Qualifications :
Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
Minimum of 7 years of experience in IT service management, with a focus on incident management.
ITIL certification (ITIL Foundation or higher) is required.
Experience with hands-on implementation of ITIL best practices.
Excellent analytical, critical thinking, and organizational skills.
Strong facilitation and communication skills, both verbal and written.
Commitment to work collaboratively and create a positive team environment with a proven ability to manage priorities and work on a variety of projects.
Basic understanding of enterprise server / storage / backup / DB / Application solutions supporting a large enterprise environment.
Basic skills for Windows, Unix, and Networking.
Experience with process design and process improvement methodologies is preferred.
Strong understanding of troubleshooting methodologies and problem-solving skills.
Excellent communication and interpersonal skills, with the ability to communicate effectively with both technical and non-technical audiences.
Ability to work independently and as part of a team in a fast-paced environment.
Proficient in using relevant technical tools and software.
Strong attention to detail and a commitment to providing high-quality service.
Additional Desirable Skills :
Experience with incident management frameworks (e.g., ITIL).
Knowledge of specific systems or technologies relevant to the organization.
Excellent time management and organizational skills.
Ability to work effectively under pressure and meet deadlines.
Knowledge of infrastructure architecture and design, encompassing servers, networking, storage, databases, and cloud solutions
Pay and Benefits
The pay range for this position is $40.00 - $50.00 / hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following :
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off / Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in New York,NY.
Application Deadline
This position is anticipated to close on Feb 21, 2025.
About TEKsystems :
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Salary : $40 - $50
