Sr Incident Management Analyst

Job Summary:

The Sr. Incident Management Analyst provides specialized investigation and diagnosis on high impact incidents being reported to the Service Desk. This includes identifying incident trends and serves as a lead for more complex incidents. This role requires the individual to be a self-starter and highly motivated.

The objective of this role is to coordinate Incident Management and triage efforts, with pertinent resources across National IT, with the goals of identifying the underlying issues, finding temporary workarounds, and providing documentation to Problem Management, system owners, and/or vendors. In addition, this role is responsible for participating in the Incident Management processes, and continual process improvement, via thorough and documented recommendations to IT Management. This role must maintain an elevated level of knowledge around current IT systems and hardware to ensure correct and consistent application of firm-wide policies and procedures. The Sr. Incident Management Analyst role serves as a resource to provide training and guidance to raise the overall knowledge and capabilities of the Service Desk and National IT.

An alternative work schedule, on-call work, and weekends are occasionally required. Moderate amount of travel may be required related to projects, training or support for several days at a time.

Job Duties:

• Facilitates and helps coordinate Incident Management activities in alignment with best practices as defined in the ITIL Framework and BDO National IT operational processes
• Leads Incident Management activities along with serving as a lead for Major Incident (MI) activities including leading MI calls, recording meetings notes, and coordinating all pertinent resources during Major Incident triage events
• Assists with incident impact communications to IT and the Firm, when needed
• Creates and maintains technical documentation and FAQs, including new troubleshooting steps and resolution criteria for inclusion in the ServiceNow knowledgebase and/or problem records
• Partners with technical support teams on escalated and high-level issues
• Validates all relevant information about an incident or problem to correct any categorization errors, ensuring accurate and useful reporting data in ServiceNow
• Logs activity related to incidents and problems to maintain accurate ticket history in ServiceNow
• Helps coordinate incident escalations to level 3 resources or 3rd party vendor support, as needed
• Recommends modifications, or workarounds, to open problems to help facilitate root cause analysis investigations and future mitigation activities
• Identifies process gaps or disconnects found during incident triage and relays information to Problem Management
• Collaborates with management to ensure all documented processes are adhered to and departmental compliance is achieved
• Seeks out and identify all reports of possible incident trends in a timely fashion
• Informs business line professionals, the Service Desk, and other National IT support resources, about service failures and workarounds to avoid any loss billable time
• Creates and maintains technical documentation and FAQs, including new troubleshooting steps and resolution criteria for inclusion in the Knowledgebase and/or Problem database within ServiceNow
• Continuously monitor the status of ongoing incidents, so that actions can be taken as soon as possible if service levels are likely to be breached.
• Maintains Incident Management reports for trending issues, including system outages and degradations
• Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident handling process
• Other duties as required

Supervisory Responsibilities:

• N/A

Qualifications, Knowledge, Skills and Abilities:

Education:

• High school diploma/GED, required
• Bachelor’s Degree, preferred

Experience:

• Five (5) or more years of experience in technical support environment, required
• Four (4) or more years of experience as a Desktop Support Technician or Engineer, preferred
• Experience with professional services firms, preferred

License/Certifications:

• ITIL Foundation v3 or higher, required
• Microsoft Certified Professional (MCP), preferred
• Microsoft Certified Desktop Support Technician (MCDST), preferred
• Microsoft Certified IT Professional (MCITP), preferred
• Laptop/Desktop hardware technician certification, preferred

Software:

• Microsoft Windows 10, or higher, operating system, required
• Microsoft Office 365, required
• ServiceNow, required
• Adobe Acrobat, preferred

Language:

• N/A

Other Knowledge, Skills & Abilities:

• Excellent interpersonal and customer relationship skills
• Strong problem-solving and technical troubleshooting skills
• Ability to learn quickly in an ever-changing environment
• Self-starter and highly motivated individual
• Capable of working well under pressure while dealing with unexpected problems in a professional manner
• Strong verbal and written communication skills, including the ability to communicate and interact with all levels of employees and management
• Capable of successfully multi-tasking while working independently or within a group environment
• Capacity to effectively instruct end users in the use of equipment and/or software by providing advice regarding policies and procedures
Capacity to travel on a moderate basis (25%)

Individual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate’s qualifications, experience, skills, and geography.

National Range: $80,000 - $100,000
Maryland Range: $80,000 - $100,000
NYC/Long Island/Westchester Range: $80,000 - $100,000

Join us at BDO, where you will find more than a career, you’ll find a place where your work is impactful, and you are valued for your individuality. We offer flexibility and opportunities for advancement. Our culture is centered around making meaningful connections, approaching interactions with curiosity, and being true to yourself, all while making a positive difference in the world.

At BDO, our purpose of helping people thrive every day is at the heart of everything we do. Together, we are focused on delivering exceptional and sustainable outcomes and value for our people, our clients, and our communities. BDO is proud to be an ESOP company, reflecting a culture that puts people first, by sharing financially in our growth in value with our U.S. team. BDO professionals provide assurance, tax and advisory services for a diverse range of clients across the U.S. and in over 160 countries through our global organization.

BDO is the first large accounting and advisory organization to implement an Employee Stock Ownership Plan (ESOP). A qualified retirement plan, the ESOP offers participants a stake in the firm’s success through beneficial ownership and a unique opportunity to enhance their financial well-being. The ESOP stands as a compelling addition to our comprehensive compensation and Total Rewards benefits* offerings. The annual allocation to the ESOP is fully funded by BDO through investments in company stock and grants employees the chance to grow their wealth over time as their shares vest and grow in value with the firm’s success, with no employee contributions.

We are committed to delivering exceptional experiences to middle market leaders by sharing insight-driven perspectives, helping companies take business as usual to better than usual. With industry knowledge and experience, a breadth and depth of resources, and unwavering commitment to quality, we pride ourselves on:

• Welcoming diverse perspectives and understanding the experience of our professionals and clients
• Empowering team members to explore their full potential
• Our talented team who brings varying skills, knowledge and experience to proactively help our clients navigate an expanding array of complex challenges and opportunities
• Celebrating ingenuity and innovation to transform our business and help our clients transform theirs
• Focus on resilience and sustainability to positively impact our people, clients, and communities
• BDO Total Rewards that encompass so much more than traditional “benefits.” Click here to find out more!

• Benefits may be subject to eligibility requirements.

Equal Opportunity Employer, including disability/vets