Job Description

Job Summary:

The Sr. Incident Management Analyst provides specialized investigation and diagnosis on high impact incidents being reported to the Service Desk. This includes identifying incident trends and serves as a lead for more complex incidents. This role requires the individual to be a self-starter and highly motivated. 

The objective of this role is to coordinate Incident Management and triage efforts, with pertinent resources across National IT, with the goals of identifying the underlying issues, finding temporary workarounds, and providing documentation to Problem Management, system owners, and/or vendors. In addition, this role is responsible for participating in the Incident Management processes, and continual process improvement, via thorough and documented recommendations to IT Management.  This role must maintain an elevated level of knowledge around current IT systems and hardware to ensure correct and consistent application of firm-wide policies and procedures. The Sr. Incident Management Analyst role serves as a resource to provide training and guidance to raise the overall knowledge and capabilities of the Service Desk and National IT. 

An alternative work schedule, on-call work, and weekends are occasionally required. Moderate amount of travel may be required related to projects, training or support for several days at a time. 

Job Duties: 

Facilitates and helps coordinate Incident Management activities in alignment with best practices as defined in the ITIL Framework and BDO National IT operational processes
Leads Incident Management activities along with serving as a lead for Major Incident (MI) activities including leading MI calls, recording meetings notes, and coordinating all pertinent resources during Major Incident triage events
Assists with incident impact communications to IT and the Firm, when needed
Creates and maintains technical documentation and FAQs, including new troubleshooting steps and resolution criteria for inclusion in the ServiceNow knowledgebase and/or problem records
Partners with technical support teams on escalated and high-level issues 
Validates all relevant information about an incident or problem to correct any categorization errors, ensuring accurate and useful reporting data in ServiceNow
Logs activity related to incidents and problems to maintain accurate ticket history in ServiceNow
Helps coordinate incident escalations to level 3 resources or 3rd party vendor support, as needed
Recommends modifications, or workarounds, to open problems to help facilitate root cause analysis investigations and future mitigation activities
Identifies process gaps or disconnects found during incident triage and relays information to Problem Management
Collaborates with management to ensure all documented processes are adhered to and departmental compliance is achieved
Seeks out and identify all reports of possible incident trends in a timely fashion
Informs business line professionals, the Service Desk, and other National IT support resources, about service failures and workarounds to avoid any loss billable time
Creates and maintains technical documentation and FAQs, including new troubleshooting steps and resolution criteria for inclusion in the Knowledgebase and/or Problem database within ServiceNow
Continuously monitor the status of ongoing incidents, so that actions can be taken as soon as possible if service levels are likely to be breached.
Maintains Incident Management reports for trending issues, including system outages and degradations
Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident handling process
Other duties as required

Supervisory Responsibilities:

N/A

Qualifications, Knowledge, Skills and Abilities:

Education:

High school diploma/GED, required
Bachelor’s Degree, preferred

Experience:

Five (5) or more years of experience in technical support environment, required
Four (4) or more years of experience as a Desktop Support Technician or Engineer, preferred
Experience with professional services firms, preferred

License/Certifications:

ITIL Foundation v3 or higher, required
Microsoft Certified Professional (MCP), preferred
Microsoft Certified Desktop Support Technician (MCDST), preferred
Microsoft Certified IT Professional (MCITP), preferred
Laptop/Desktop hardware technician certification, preferred

Software:

Microsoft Windows 10, or higher, operating system, required
Microsoft Office 365, required
ServiceNow, required
Adobe Acrobat, preferred

Language:

N/A

Other Knowledge, Skills & Abilities:

Excellent interpersonal and customer relationship skills
Strong problem-solving and technical troubleshooting skills
Ability to learn quickly in an ever-changing environment
Self-starter and highly motivated individual
Capable of working well under pressure while dealing with unexpected problems in a professional manner
Strong verbal and written communication skills, including the ability to communicate and interact with all levels of employees and management
Capable of successfully multi-tasking while working independently or within a group environment
Capacity to effectively instruct end users in the use of equipment and/or software by providing advice regarding policies and procedures
Capacity to travel on a moderate basis (25%)