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Incident Management Analyst

Summary Sheet: I.T. & Communications

Advertiser NameSoftware SpecialistsAdvertiser Type:Agency
Classification:I.T. & CommunicationsSubclassification:
Country:United StatesLocation:United States
Language:English - United Kingdom (en-GB) Contact Name:>Ashok Raju
Employment Type:AnyWorkhours:Not Specified

Position: Incident Management Analyst


Job Description: Incident Management Analyst:
Champion: Support, assist, communicate, audit, creates awareness, improves the Incident Mgmt process
Performs analysis of incidents, working with Subject matter Experts (SMEs) to resolve and close incidents
Prepares materials, agenda, artifacts for different change meetings, like Problem Review Boards (CABs), Technical Review Boards (TRBs)
Prepares and analysis of overall Key Performance Indicators (KPIs), trend analysis, etc.
Knowledge of the ITIL Process and procedures
Tool used: ServiceNow (a plus, but not mandatory)
Open an incident team gets assigned to work on it. What is the life cycle of the incident? Why are they not resolving incidents within SLA

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