Insight Global is looking for an Incident and Problem Management Analyst to join one of North America's largest retail and wellness companies. This individual will be joining the Service Management Office which is responsible for safeguarding against technology disruptions, reducing impact of outages and promoting operational best practices. As an Incident and Problem Management Analyst, you will be instrumental in ensuring the seamless operation of our services. You will lead the charge in managing the lifecycle of all unplanned interruptions, malfunctions, and quality reductions, ensuring
swift resolution and minimal impact on our operations. Additionally, you will focus on implementing long-term fixes to production issues, enhancing the overall stability and reliability of our services.
A day in the life:
- Perform governance tasks for Incident and Problem Management, including trend analysis, post implementation reviews (PIR), and supporting Root Cause Analysis efforts.
- Manage and participate in the Major Incident Management process, ensuring effective governance and communication with stakeholders.
- Deliver post-incident reports, summarizing key details of major incidents.
- Enhance operational workflows through process improvements, automation, and continuous review of incident management tools.
- Analyze incident and problem data to identify trends and root causes, recommending proactive measures.
- Collaborate with technology teams to uphold standards and improve incident response processes.
- Partner with internal teams to improve the Configuration Management Database in support of Incident and Problem Management processes.
- Initiate and drive projects to solve business problems, even in high-ambiguity situations.
- Provide training and guidance on best practices and protocols in incident and problem management
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:
https://insightglobal.com/workforce-privacy-policy/ .
- Has 3+ years of experience in an ITIL process lead role
- Experience in managing and administering ServiceNow and PagerDuty as incident management tools
- Has experience with incident management and process related backgrounds
- Has strong communication skills and ability to work with cross functional leadership
- Information Technology Infrastructure Library (ITIL) Version 4 Foundation Certification or greater
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.