17 days old
2017-11-032017-12-01

Sr. IT Operational Analyst

Lincolnshire, IL 60069
  • Job Code
    586056
  • Payrate
    $50 To $57

Title: Sr. IT Operational Analyst


Location: Lincolnshire, IL


Duration: 7 months


Pay Rate Range: $50-$57/hr.


Description: Our client is seeking an Incident and Problem Management process leader for a 7 month contract in Lincolnshire, IL. The selected candidate will ensure operational teams are executing support roles aligned with ITIL practices and internal goals. This role will be responsible for providing leadership for the client's incident and problem management processes aligned with ITIL best practices as well as being directly responsible for Major Incident Management coordination and messaging.


Responsibilities:



  • Standard Incident Governance - Inspect and measure incident delivery through the analysis and reporting of key process related metrics. Identify patterns and systemic process issues with standard incident management delivery and follow up appropriately. Engage with client's support teams to maintain a consistent, effective operational process for incident resolution.
  • Major Incident Delivery - Selected candidate will be the point of escalation for incidents critically impacting client's business operations (Major Incidents) during North American daylight hours. In the major incident role, the position requires: quickly issuing outage alert notifications, ensuring support teams engage on a collaborative resolution conference call, driving for service restoration with team members, communicating regular status updates, and documenting Major Incident time line and business impact. Role requires being on-call outside some standard North American business hours.
  • Standard Incident Reporting - Produce monthly and quarterly reports on incident management delivery using KPIs. Metric reports are key to assessing performance and delivery of client's support teams.
  • Problem Management - Initiate Problem Management process following Major Incidents and coordinate weekly Major Incident reviews. Contribute to Root Cause Analysis (RCA) investigation as appropriate. Track and report upon defined corrective actions.


Requirements:



  • More than 7 years of operational work experience with incident management delivery, methodologies, and professional tools
  • Prior experience with Major Incident delivery - strong background with coordinating cross-functional response to major, high impacting disruptions.
  • Ability to be on-call for Major Incident delivery outside of some standard business hours.
  • Experience working with ITIL principles (certification a plus)
  • Experience with Service Management tool sets - ServiceNow is a plus
  • Strong knowledge and experience in excel functionality and reporting (formulas)
  • Bachelor's Degree in software engineering, computer science, or business administration and/or equivalent work experience.

Categories

  • Information Technology

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Sr. IT Operational Analyst

Randstad Technologies
Lincolnshire, IL 60069

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Sr. IT Operational Analyst

Randstad Technologies
Lincolnshire, IL
US

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