Incident Analyst

Duration:4 Months Contract
Start:01/13/2025

The Incident Analyst will be responsible for driving service excellence across all of Businesses, leveraging best practices and incident, problem management processes and tools to restore services to their normal operating state within agreed-upon service level expectations.

This position will effectively manage the lifecycle of major incidents to the point of root cause, provide metrics on incidents and problems, and work to identify improvements that will ensure the stability of the Family of Businesses environment, preventing incidents from reoccurring.

Responsibilities:

* Participate in a 7x24 on-call rotation to manage major incidents
* Own business impacting events, restoring the environment to normal service operations w/cross-functional partners.
* Ensure timely communications and updates are provided to key stakeholders for major incidents.
* Drives root cause analysis activities by conducting meetings to review major and repeatable incidents, identify areas of improvement, assign corrective actions, and monitor corrective actions to completion.
* Develops and maintains incident and problem management policies, procedures, processes, and documentation related to incident and problem management tools.
* Creates metrics and reporting for measuring corrective action success and the impact the corrective actions have by reducing mean time to resolve incidents and the number of incidents throughout the environment.
* Work with internal and external support teams to ensure that the requirements are being met in incident and problem management meetings.
* Ensure adherence to Incident and Problem Management process and service level expectations (SLEs) through monitoring and escalation where needed.
* Other projects or duties as assigned.

Required Skills and Experience:

* Bachelor's degree in computer science or related IT field with 3 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management or HS Diploma with 6 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management.
* ITILv4 certified or demonstrate knowledge of ITIL best practices.
* Excellent communications skills.
* Proficient in Microsoft Office Suite, emphasis on Excel and PowerPoint
* 1 - 3 years Incident Management Experience
* 1 - 3 years Problem Management Experience
* Able to demonstrate efficient time management skills
* Able to strive for quality and accuracy within deliverables
* Must have a passion for working with various groups and technologies.
* This position must pass a post-offer background and drug test.

Preferred Skills and Experience:
* ITIL Intermediate Certification
* PMP Certified
* Strong understanding of network, server, and infrastructure technologies.

Physical Demands and Work Environment:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Due to the nature of our business in regard to such things as delivery schedules, order inputs, selection, and Department of Transportation Hours of Service, overtime, attendance and punctuality are essential job functions. Should an individual in this classification not be able to adhere to this requirement due to a disability, they should contact their Human Resources department to see what, if any, reasonable accommodation may be made.

About Accede:
Accede Solutions is a Nationally Certified Search firm providing services in multiple sectors. We are a Women and Minority-owned Business with a strong emphasis on Diversity, Equity, and Inclusion (DEI). We have managed and Implemented Talent Acquisition and Talent Management processes and had successful engagement with clients in the areas of Financial Services, Technology, healthcare and professional services. We provide a full range of talent acquisition and management services designed to maximize the efficiency of your information management operation.
From executive recruiting, to contract-to-hire placement, to contract employment, we offer solutions for your day-to-day workflow issues as well as workload spikes and special projects. We also specialize in retained executive search focused on recruiting distinctive leaders and C level roles. With a track record of successfully recruiting key human capital leaders, we have earned a reputation for insightful and nuanced cultural advisory work built on a platform of strong capability supported by a rigorous and artful approach in assessing cultural fit.

We were listed as Fast 100 Asian American firm in 2023 & 2024 by USPAACC and listed as # 2115 fastest growing companies in US in INC5000

Equal Opportunity Employer: Females/Minorities/Veterans/Individuals with Disabilities

Accede is committed to equal employment opportunity to all employees and applicants without regard to race, religion, color, gender identity, ethnicity, age, national origin, sexual orientation, disability status, veteran status or any other category protected by applicable law.