Job Title: Major Incident Analyst
Contract Duration: 1 year, possible extension
Location: Maple Grove, MN or North Chicago, IL
Work Arrangement: Hybrid-4 days onsite, 1 day remote
Pay range: $24-28/hour
Summary
The Major Incident Analyst will receive and process escalations and identify major incidents and ensuring a quickly and effective resolution by executing BTS’s enterprise Major Incident process and working with all appropriate technical support teams throughout the organization. They will perform the following Root Cause Analysis (RCA) process activities related to Major Incidents: facilitate root cause investigation, follow-up on implementation of corrective/preventive actions, and metrics.
Responsibilities
- Effectively manage Major Incidents (MIs) by ensuring appropriate teams are quickly engaged in the resolution process, manage the technical bridge, group chat, provide BTS internal and business facing communications.
- Work closely with all BTS infrastructure and application support teams to ensure swift resolution of Major Incidents and the effective management of subsequent problem investigation.
- Analysis and reporting of incident trend data to identify and eliminate reoccurring Major Incidents.
- Enable accurate metrics and reporting by ensure appropriate MI and Problem Investigation data is current and accurate.
- Participate in on-call rotation.
- Remains current on developments in field(s) of expertise, regulatory requirements, a general knowledge of the company’s products, markets, and objectives as well as industry trends. Maintains current knowledge of and ability to assess new technology to collaborate with IT customers and deploy solutions that are creative, compliant and cost-effective through literature, trade journals, professional associations, and by attending conferences/seminars.
- Resolves and/or facilitates resolution of problems including identifying causes to prevent re-occurrence. Identifies and resolves business issues; escalate issues when appropriate.
Required Skills
- 3 years of experience
- Excellent written and verbal communication.
- Leadership in managing bridge calls with 20+ participants.
- Active listening and comprehension.
- Strong problem-solving and decision-making abilities.
Preferred Skills
- Familiarity with ServiceNow ITSM tool.
- Fast and accurate typing skills.
- Broad understanding of IT services and infrastructure dependencies.
- Bachelor’s degree in IT or equivalent experience.
- ITIL certifications are considered.
- Medical device or healthcare experience is preferred.
Education Requirements
- Bachelor’s degree in Information Technology or similar area; or equivalent work experience.