| Required IT Systems Management Analyst for Remote role -NO H1B at Remote, Remote, USA |
| Email: [email protected] |
| From: Pankaj, kpg99 [email protected] Reply to: [email protected] Hi, Hope you are doing well. Please find the job description below and let me know your interest. Position: IT Systems Management Analyst Incident/ Problem Analyst Location: Remote Duration: 6+ Months Mode of Interview: Phone and Video Job Description: Actual Job Description: Incident Management related responsibilities: 1. Prepare for, schedule, and facilitate ad-hoc incident review meetings and compile and send meeting recaps 2. Prepare for, schedule, and facilitate weekly incident backlog review meetings, capture incident record notes live during each incident records review, and provide incident handling guidance as necessary 3. Provide the appropriate guidance on Incident Management policy, practice, and procedures to IT Support team members 4. During the monthly Incident Management KPI review meetings, capture action items and associated notes and perform follow up on the action items 5. Perform monthly, quarterly, and yearly incident record auditing 6. Create/update KB articles for Incident Management procedural related documentation 7. Perform incident trend analysis activities 8. Identify and document potential improvement opportunities to Incident Management policy, practice, and procedures and review them with the ITSM Support Services team leads 9. Identify and document potential improvement opportunities to the ServiceNow incident application, modules, record form, related lists, and automated notifications and review them with the ITSM Support Services team leads 10. Create/update and represent development story records for approved Incident Management enhancement requests related to the ServiceNow incident application, modules, record form, related lists, and automated notifications 11. Assist the ITSM Support Services team leads with any other Incident Management related activities or responsibilities when needed PagerDuty Global Admin related responsibilities: 1. Create/update subscriber groups for SMS notifications during Major Incident 2. Create/update user accounts for stakeholder and full licensed users 3. Create/update teams for standard P1/P2 incident notifications and/or Major Incident engagement 4. Create/update team on-call schedules 5. Create/update team escalation policies Problem Management related responsibilities: 1. Prepare for, schedule, and facilitate ad-hoc problem review meetings and compile and send meeting recaps 2. Prepare for, schedule, and facilitate weekly problem and problem task backlog review meetings, capture problem/problem task record notes live during each problem/problem task records review, and provide problem/problem task handling guidance as necessary 3. Provide the appropriate guidance on Problem Management policy, practice, and procedures to IT Support team members 4. During the monthly Problem Management KPI review meetings, capture action items and associated notes and perform follow up on the action items 5. Perform monthly, quarterly, and yearly problem and problem task record auditing 6. Create/update KB articles for Problem Management procedural related documentation 7. Perform problem trend analysis activities 8. Identify and document potential improvement opportunities to Problem Management policy, practice, and procedures and review them with the ITSM Support Services team leads 9. Identify and document potential improvement opportunities to the ServiceNow problem application, modules, record form, related lists, and automated notifications and review them with the ITSM Support Services team leads 10. Create/update and represent development story records for approved Problem Management enhancement requests related to the ServiceNow problem application, modules, record form, related lists, and automated notifications 11. Assist the ITSM Support Services team leads with any other Problem Management related activities or responsibilities when needed Required Qualifications: ITIL v3 or 4 Foundations certification At least 1 ITIL v3 Intermediate or ITIL 4 Practitioner certification related to Incident Management or Problem Management 5+ years experience using ITIL best practice in a professional IT work environment 2+ years experience using ServiceNow platforms in a professional IT work environment 2+ years experience scheduling and facilitating IT related meetings and compiling and sending recaps 2+ years experience with composing executive friendly communications/documentation Intermediate proficiency in MS Office applications including Excel, Outlook, PowerPoint, SharePoint, Teams, Visio, and Word Preferred Qualifications: ITIL v3 Intermediate Operational Support and Analysis (OSA) or ITIL 4 Practitioner (Incident Management) or ITIL 4 Practitioner (Problem Management) certification Most recent job required using ITIL best practice in a professional IT work environment Most recent job required using ServiceNow platforms in a professional IT work environment Soft Skills: Excellent verbal communication and listening skills Excellent documentation and writing skills Ability to create and talk to quality presentations Comfortable with facilitating meetings where management and/or executives may be participants Ability to work well with others as part of a team Ability to take and apply feedback to improve their own work results Ability to self-manage their workload and time to ensure that the work completes by the required deadline Keywords: active directory information technology microsoft |
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| Wed Nov 29 02:07:00 UTC 2023 |