Major Incident Analyst

Title: Major Incident Analyst

Duration: 12 months contract

Location: North Chicago, IL 60064/ Maple Grove MN 55311

Shift time: 8:00 am to 5:00 pm

Job Description:

Location(s)

North Chicago, IL 60064

Maple Grove, MN 55311

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.

Minimum Education

• Bachelor's degree in Information Technology or similar area; or equivalent work experience.

Minimum Experience/Training

• 3 Years

Top 3 REQUIRED Skills (all required skills are non-negotiable unless explicitly noted):

Required Skill: Bridge Management

Tool / Technology / System: Microsoft Teams or other collaboration device

Depth of Experience (Basic / Intermediate / Advanced): Intermediate/Advanced

What the candidate must be able to do: Open, Manage Bridge Calls

Required Skill: Major Incident Management

Tool / Technology / System: ServiceNow or similar ITSM system, meeting collaboration tools.

Depth of Experience (Basic / Intermediate / Advanced): Intermediate/Advanced

What the candidate must be able to do: Executing the Major Incident process as defined by internal process that is in line with ITIL practice.

Required Skill: Active Listening/ Critical Thinking

Tool / Technology / System: Phone/ Bridge/ Meeting

Depth of Experience (Basic / Intermediate / Advanced): Advanced

What the candidate must be able to do: Active listening in addition to Bridge Management.