Description
As an Incident Management Analyst (Service Desk Position), you are responsible for the following:
Own and drive incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating customer impacting incidents quickly.
Distribution of clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences.
Provide detailed notes of highly visible production issues (P1 level tickets) on a timely basis to the production support staff and executive management.
Ensure incident data is accurately captured and documented in the incident recording tools.
1 - 3 years of experience within a technology environment is required.
Relevant Incident management/Service Desk experience in an enterprise scale environment.
Extensive customer service and client interaction skills.
Possess critical thinking and troubleshooting skills.
Advanced analytical skills.
Must be able to multi-task in a fast paced environment utilizing multiple tools.
Identifying Problems and assigning these to the Problem Management team for tracking via a Problem record.
Participation in audit activities related to the Incident Management process
Keeping affected business partners informed about progress
Application support experience.
SKILLS:
Ability to apply logical thinking to a wide range of intellectual and practical problems.
Advanced analytical and deductive skills and technical skills for quick resolution
Ability to take ownership and manage coordination of others when incidents arise
Command and Control presence while managing critical incidents
Maintain composure in a fast paced, high volume and pressure environment
Exhibit exemplary customer service skills when working across diverse organizations
Concise and effective written and verbal communication skills
Demonstrated experience with Ticketing Management Systems (Service Now, Remedy, Service Desk, etc).
Ability to challenge questionable information in a professional and assertive demeanor
EDUCATION:
Bachelors Degree or significant service desk experience, either is fine.
TRAINING:
ITIL Certification is a plus.
If you are interested in this Incident Management Analyst role, please contact Matt Albert or by e-mail (see below)
Synergis serves a myriad of clients across nearly all industries, from start-ups to Fortune 100 companies. The outcomes of these relationships are demonstrated in a growing list of more than 300 clients and industry recognition by Inc. magazine and the Atlanta Business Chronicle.
From its foundation in 1997, Synergis has been successfully recruiting and placing IT professionals in all areas of information technology. Recently named the Best Place to Work in Atlanta by the Atlanta Business Chronicle, Synergis has been successfully recruiting and placing IT professionals for over 10 years. For more information about Synergis, please visit the company website.
Synergis is an Equal Opportunity/Affirmative Action employer.