18 days old

Sr. Incident and Problem Management Analyst

Lansing, MI 48911
  • Job Code
  • Payrate
    $95,000 To $105,000

Our Lansing Client has a great opportunity for a candidate passionate about ITSM to join their team as a Sr. Incident and Problem Management Analyst to manage the ITSM Major Incident and Problem Management processes based on ITIL best practices.


  • Executes Major Incident and Problem Management process tasks.
  • Ensures all Major Incidents are validated and progressed in accordance with SLAs aligned to Incident priority and status
  • Leads service restoration efforts in accordance with defined standards and requirements including permanent fixes and workarounds.
  • Coordinates the restoration of the affected service(s) as fast as possible, while minimizing impact to the business.
  • Supports compliance and performance reporting (KPIs and SLAs).
  • Drives Major Incident and Problem Management Process best-practice and process standardization.
  • Drives consistent end-to-end application of the Major Incident and Problem processes.
  • Drives and monitors compliance for the delivery of root cause analysis, major incident and problem remediation within target SLAs.
  • Acts as an escalation point to expedite problem resolution.
  • Creates post mortem documentation and conducts post resolution review of Major incidents and critical problems.
  • Builds awareness of a Major incident and Problem Management Process across engaged parties and acts as a Process Expert.
  • Drives incident resolution by continuously following up with the support team for relevant notification updates per SLAs.
  • Builds and maintains strong relationships with senior management, Operations, IT and other business unit contacts.
  • Ensures the incident record is accurate and fully updated and the Incident Timeline report is created immediately after resolution.
  • Manages primary communication methods include phone, E-mail and xMatters, and ensure accurate and timely communications to internal and approved external stakeholders, including management.
  • Chairs conference calls for effective coordination, incident resolution and service restoration.
  • Supports the identification of Root-Cause of all Incidents.
  • Drives continuous process improvement.
  • Manages vendors and 3 rd parties as required for quick resolution of Incidents.


  • Bachelor's degree preferred
  • 5+ years of experience in Incident and Problem Management.
  • ITIL Foundations certification preferred.
  • Working knowledge of BMC Remedy v9 IT Service Management Tool.
  • Working knowledge of xMatters notification system.
  • Working knowledge of key areas of IT (app dev, servers, storage, database, network, security).
  • Ability to make sound judgments in a fast-paced, high stress environment.
  • Ability to handle conflict situations and make quick decisions while driving incident resolution.
  • Ability to coordinate a large group of technical contributors during high severity incidents.
  • Ability to interact with and influence groups varying at all levels within the organization.
  • Strong customer service skills.
  • Strong analytical and problem-solving skills.
  • Strong organizational and follow-up skills.
  • Ability to multi-task effectively in a fast-paced high-volume environment.
  • Excellent written and verbal communication skills.
  • Knowledge of business operations and ability to effectively assess impact of incidents.
  • Ability to analyze and report on data in order to identify issues, trends, and/or process improvements.
  • Demonstrated success in working well under pressure and thriving in a fast paced and challenging environment.
  • Ability to understand the complexities of major technology incidents and concisely communicate in a professional manner with associated stakeholders and all levels of management.
  • Ability to work and be effective in 24x7x365 environment.
  • Willingness to be on-call and perform after-hours weekend/holiday support.


  • Information Technology

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Sr. Incident and Problem Management Analyst

Randstad Technologies
Lansing, MI 48911

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Sr. Incident and Problem Management Analyst

Randstad Technologies
Lansing, MI

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