What are the responsibilities and job description for the Incident and Problem Management Analyst (Remote – USA) position at CADRE TECHNOLOGIES SERVICES LLC?
Role: Incident and Problem Management Analyst (Remote USA)
About The Role
As the Incident and Problem Management Analyst, you will be responsible for managing incident response, ensuring compliance with IT governance policies, and overseeing process documentation and improvement initiatives. Reporting to the IOC Infrastructure Manager of Change Management, you will play a key role in maintaining service reliability while enhancing operational efficiency.
Key Responsibilities
Lead incident response, review, investigation, escalation, and resolution processes, ensuring minimal disruptions to IT and business functions.
Develop, document, and continuously improve IOC processes, using best practices for process management and business efficiency.
Track and report key performance indicators (KPIs) related to incident and problem management while ensuring compliance with industry standards.
Maintain an up-to-date IOC knowledge base and document repository for all policies, procedures, and technical workflows.
Collaborate with IT teams to enhance operational efficiency and eliminate recurring incidents.
Support IT governance, compliance audits, and reporting initiatives to ensure adherence to best practices.
Manage cloud infrastructure, incident workflow automation tools, and ITSM platforms such as ServiceNow.
Qualifications
Education & Experience: Bachelor's degree in computer science, Information Systems, or equivalent work experience.
Technical Expertise: 5 years of experience in incident/problem management and process management; knowledge of infrastructure technologies, including servers, databases, networks, and storage.
Certifications: ITIL certification (Foundation-level v2 or v3) preferred.
Compliance & Cloud Management: 2 years of experience in cloud management and compliance.
Technical Tools: Experience with ITSM platforms like ServiceNow, along with proficiency in incident workflow automation tools.
Process Improvement: Strong understanding of business process improvement methodologies and KPI tracking.
Communication & Leadership: Ability to communicate effectively across technical and business teams, influencing senior stakeholders and driving change
About The Role
As the Incident and Problem Management Analyst, you will be responsible for managing incident response, ensuring compliance with IT governance policies, and overseeing process documentation and improvement initiatives. Reporting to the IOC Infrastructure Manager of Change Management, you will play a key role in maintaining service reliability while enhancing operational efficiency.
Key Responsibilities
Lead incident response, review, investigation, escalation, and resolution processes, ensuring minimal disruptions to IT and business functions.
Develop, document, and continuously improve IOC processes, using best practices for process management and business efficiency.
Track and report key performance indicators (KPIs) related to incident and problem management while ensuring compliance with industry standards.
Maintain an up-to-date IOC knowledge base and document repository for all policies, procedures, and technical workflows.
Collaborate with IT teams to enhance operational efficiency and eliminate recurring incidents.
Support IT governance, compliance audits, and reporting initiatives to ensure adherence to best practices.
Manage cloud infrastructure, incident workflow automation tools, and ITSM platforms such as ServiceNow.
Qualifications
Education & Experience: Bachelor's degree in computer science, Information Systems, or equivalent work experience.
Technical Expertise: 5 years of experience in incident/problem management and process management; knowledge of infrastructure technologies, including servers, databases, networks, and storage.
Certifications: ITIL certification (Foundation-level v2 or v3) preferred.
Compliance & Cloud Management: 2 years of experience in cloud management and compliance.
Technical Tools: Experience with ITSM platforms like ServiceNow, along with proficiency in incident workflow automation tools.
Process Improvement: Strong understanding of business process improvement methodologies and KPI tracking.
Communication & Leadership: Ability to communicate effectively across technical and business teams, influencing senior stakeholders and driving change