Incident Management Analyst

PAYCO The Clearing House Payments Company L.L.C.; North Carolina; Hybrid; USD 70,000 - 100,000; Full time

Job summary

PAYCO The Clearing House Payments Company L.L.C. in North Carolina is seeking an Incident Management Analyst to coordinate incident management during major incidents and lead root cause investigations.

You will ensure effective interfaces with service management processes, prepare reports, and drive solutions through to permanent resolution. Strong communication, analytical skills, and ServiceNow experience are required; familiarity with NOC and ITSM tools is a plus.

Qualifications

• 2+ Years’ experience designing and executing incident/problem management processes.
• 2+ Years’ experience with an IT Service Management ticketing system.
• 1+ Years’ ServiceNow 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.

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 managing 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 others 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.

Skills

Incident management

ITSM ticketing

ServiceNow

NOC

Communication skills

Analytical problem solving

Tools

MS Office

Job description

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 into 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’ ServiceNow 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 management 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 managing 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 others 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.