Incident Analyst

The Incident & Problem Analyst is a technical subject‑matter generalist and a procedural expert responsible for managing incidents and problems across internal and customer‑facing IT services, with a focus on the Capital Markets environment. This role ensures rapid detection, triage, and remediation of incidents, while driving resiliency and long‑term stability through structured Problem Management practices.

Responsibilities include:

- Provide critical leadership in the remediation of incidents impacting the Capital Markets space.
- Actively participate as a key stakeholder during Major Incident events.
- Deliver timely, clear, and insightful incident updates to broad audiences of business and technical partners.
- Manage assigned incidents and problems within ServiceNow, following ITIL‑aligned processes.
- Lead incident post‑mortems, root cause analysis, and periodic problem review sessions.
- Use data analytics to identify trends, themes, and opportunities to improve organizational resiliency.
- Develop and enhance availability and stability metrics and dashboards using ServiceNow and Power BI.
- Participate in Change Advisory Boards (CABs) to assess risk, challenge upcoming changes, and promote change‑readiness.
- Maintain and improve team documentation, including knowledge base articles in SharePoint and Confluence.
- Apply industry best practices across the service lifecycle—from design and deployment through continuous improvement.
- Provide occasional on‑call support as part of a rotation.

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/.

- Undergraduate degree in Computer Science, Information Technology, or a related technical field—or equivalent practical experience.
- 2–4 years of experience in Incident and/or Problem Management.
- ITIL Certification (foundation or higher).
- Hands‑on experience with applications, operating systems, and/or networking (TCP/IP, routing, topologies, infrastructure components).
- Experience analyzing and troubleshooting large‑scale or distributed systems.
- Strong written and verbal communication skills, with the ability to present sensitive or complex information to executives and technical stakeholders.
- Demonstrated ownership, accountability, and a systematic ITIL‑aligned problem‑solving approach.
- Advanced investigative and diagnostic skills with the ability to learn technical concepts quickly.

- Capital Markets or financial‑services domain experience.
- Experience with ServiceNow for Incident, Problem, and Knowledge Management.
- Proficiency with Power BI for building dashboards and executive‑level reporting.
- Knowledge of SharePoint and Confluence for documentation management.
- Strong relationship‑management, facilitation, conflict‑resolution, and negotiation skills.
- Ability to make sound decisions under pressure, especially during active incident situations.

Benefit packages for this role will start on the 1st 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.