Incident Management Analyst

The Clearing House; North Carolina; Hybrid; USD 60,000 - 80,000; Full time

Job summary

The Clearing House in North Carolina is seeking an Incident Management Analyst to coordinate the incident management process, particularly during major incidents. The successful applicant will analyze incident data, support resolution efforts, and assist in managing processes. Applicants should have 2+ years of experience with incident management, excellent analytical skills, and the ability to work under pressure. The position offers a hybrid work structure with office requirements of 2-3 days a week.

Qualifications

• 2+ years’ experience designing and executing incident/problem management processes.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Ability to work under pressure and handle conflicting priorities.

Responsibilities

• Contribute to planning and managing support for incident management tools.
• Coordinate interfaces between incident management and other service management processes.
• Investigate problems through to resolution or root cause.
• Assist the Incident Manager with preparing reports and metrics.

Skills

Incident/problem management processes

IT Service Management ticketing systems

Service Now

NOC experience

Analytical skills

Problem-solving skills

Tools

MS Office

Job description

Incident Management Analyst page is loaded## Incident Management Analystlocations: North Carolina Officetime type: Full timeposted on: Posted 3 Days Agojob requisition id: JR100114**Position summary:** The Incident Management Analyst is responsible for the overall coordination of the incident management process, in particular when there are major incidents. This role is also responsible for the coordination of the investigation onto root cause, identifying workarounds and following up for permanent resolution.**Qualifications required:*** 2+ Years’ experience designing and executing incident/problem management processes.* 2+ Years’ experience with an IT Service Management ticketing system.* 1+ Years’ Service Now Experience* 2+ Years of NOC Experience* Must be process driven, detail oriented and organized in both thought and practice* Excellent verbal and written communication skills* Excellent active listening skills* Strong analytical and problem solving skills**Qualifications desired:*** Must have a professional demeanor and be able to effectively work with internal and external customers, vendors and staff* Ability to work under pressure and handle conflicting priorities* Excellent time managements skills* Experience with TCH technologies* Evidence of strong documentation skills* Project management and MS Office experience a plus**Essential functions and responsibilities:*** Contributes to planning and managing support for incident management tools and processes* Coordinating interfaces between incident management and other service management processes* Is the backup to the Incident manager for the managing of major incidents* Participates in maintaining incident/problem management processes and procedures* Review incident data to analyze assigned problems* Analyzes incident and problem tickets for correct prioritization and classification* Investigates problems through to resolution or root cause* Coordinates actions of other as necessary to assist with the analysis and resolution actions for problems and known errors* Assists the Incident manager with preparing reports and metrics pertaining to incident/problem management**Physical demands and work environment:** Work is generally sedentary in nature. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.Employees in this position will report to the office 2-3 days per week. Onsite work requirements may change at any time.The Clearing House operates U.S-based payments networks that clear and settle more than $2 trillion each day through wire, ACH, check image, and real-time payments. It is the nation’s most experienced payments company, with a long track record of providing secure and reliable systems, payments innovation, and strategic thought leadership to financial institutions. In 2017, The Clearing House revolutionized U.S. payments by introducing the RTP(R) network, which supports the immediate clearing and settlement of payments, along with the ability to exchange related payment information across the same secure channel. These RTP capabilities enable all financial institutions to offer safer, faster, and smarter digital transaction services for their corporate and retail customers. Learn more at .