Client Incident Management

The primary Client Incident Management Senior Analyst is responsible for creating written communications to internal and external stakeholders regarding technology outages and escalated issues. This individual will collaborate with internal business partners, influence company-wide process improvements, and work with external stakeholders to communicate process improvements, root-cause/preventative measures, and outage trends.

This individual will also maintain team trackers and metrics to support qualitative and quantitative information for process improvements. Flexibility in work schedule is required due to the needs of outages, internal/external partners, and 24×7 service.

Daily Activities include (but are not limited to):

• Customer-facing written communications in business-friendly language about outages
• Keeping dashboards and notes up to date for all events
• Participating on calls to assess impact on users
• Communicating clearly with internal and external stakeholders
• Contributing to continuous process-improvement activities
• Facilitating or participating in meetings supporting incident-management services

Analytics / Reporting Duties:

• Manage and maintain incident reporting
• Gather data from ticketing/tracking systems (e.g. service-management tools)
• Use business analytics to compile and present information
• Utilize tools (Excel, OneNote, PowerPoint) to prepare documentation
• Identify recurring themes in outages to drive process improvements
• Create playbooks and documentation to support improved processes

Knowledge & Requirements:

• Excellent written and verbal communication skills
• Strong collaboration skills
• Ability to translate technical language into business-friendly terms
• Familiarity with Microsoft Office suite (required) and service-management tools (preferred)
• Good understanding of technology concepts
• Minimum ~2 years work experience and intermediate technical competence
• Self-motivated with ability to work independently and under limited supervision
• Able to support a 24×7 operations model (flexible schedule)