Information Technology Coordinator

IT Major Incident Analyst

Location: La Crosse Support Campus

Work Type: Onsite, Full Time

Job Purpose

The Major Incident Analyst I is responsible for coordinating and resolving high‑impact technology incidents that disrupt critical business operations. This role serves as the central point of contact during major incidents, ensuring rapid engagement of technical teams, clear communication with stakeholders, and thorough post‑incident reviews aligned with IT Service Management (ITSM) best practices. This position serves as the designated on‑call responder for all major incidents, providing primary after‑hours response and end‑to‑end incident coordination as events occur. In addition, the role supports IT communications and technical documentation efforts.

Key Responsibilities

Major Incident Coordination

• Lead end‑to‑end response for major incidents, ensuring timely engagement of appropriate technical teams
• Act as the primary point of contact during major incidents, coordinating across IT teams and business partners
• Monitor incident progress, manage risks and dependencies, and escalate issues as needed to support resolution
• Provide clear, timely, and accurate status updates to stakeholders throughout the incident lifecycle
• Draft, publish, and manage major incident notifications using established communication channels
• Participate in on‑call support to assist with 24x7 coordination of critical and high‑severity incidents

Post‑Incident Review and Reporting

• Coordinate and facilitate post‑incident reviews to identify root causes and improvement opportunities
• Document lessons learned and track corrective actions to completion
• Assist with preparing post‑incident reports for IT leadership and business stakeholders

Documentation and Process Support

• Develop and maintain IT communications, knowledge base articles, and process documentation
• Support IT teams by creating clear, concise technical documentation for internal and external audiences
• Participate in IT Service Management (ITSM) process improvement initiatives

Qualifications

Education

• Associate’s degree or higher in Information Technology, Communications, or a related field, or equivalent education and experience

Experience

• 0–2 years of experience in IT operations, incident management, or a related discipline

Knowledge, Skills, and Abilities

• Knowledge of IT incident management or IT operations practices
• Familiarity with ITIL or other IT Service Management frameworks
• Experience with ServiceNow or similar ITSM tools
• Strong written and verbal communication skills, including the ability to communicate effectively during high‑impact situations
• Proven ability to coordinate across technical teams and stakeholders
• Strong documentation and technical writing skills
• Ability to work under pressure, manage multiple priorities, and think analytically to solve problems

Work Schedule: Monday–Friday, with on‑call availability for major incidents as needed, including after‑hours support.