Job Title: Major Incident Analyst
Contract Duration: 1 year, possible extension
Location: Maple Grove, MN or Abbott Park, IL
Work Arrangement: Onsite with 1 day remote
Primary Job Function
- 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.
- 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.
Core Job 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.
- Performs related functions and responsibilities, on occasion, as assigned.
Position Accountability & Scope
- 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.
- 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.
Minimum Education
- Bachelor’s degree in Information Technology or similar area; or equivalent work experience.
Minimum Experience/Training
- 3 Years
Required Skills
- Intermediate/Advance Bridge Management skills using MS Teams or other collaborative device to be able to manage Bridge Calls
- Intermediate/Advanced Major Incident Management skills using ServiceNow or similar ITSM system, meeting collaboration tools to execute the Major Incident Process as defined by internal process that is in line with ITIL practices.
- Advanced active listing/critical thinking
Preferred Skills
- ITSM
- Professional Business Writing
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