Major Incident and Problem Management Analyst

• The primary objectives are to assist with restoring IT service interruptions as quickly as possible and to minimize the impact of incidents to the business.
• MIM/PRB - Coordinates resources and action items related to the resolution of Major Incidents and Problem investigations.
• MIM - Communicate the details of Major Incident status to appropriate parties.
• PRB – Coordinates and Executes Problem Root Cause Analysis and maintains related Information. (Known Errors, Workarounds)
• PRB - Maintains Problem record and status information. (Solution Implementation)

Responsibilities:

• Use the defined Major Incident and Problem Management process’ to coordinate the effort of service restoration and to prevent re-occurrences.
• Validate an incident impact and priority to qualify the event as a “Major Incident”.
• Transition of Major Incident information into the Problem Management process.
• In a call center rotation, serve as the Point of Contact for Major Incident Management.
• Problem-related tasks will be handled outside of the Major Incident call center rotation.
• There are times when weekend or after-hours work is required for Major Incident responsibilities.
• Collaborate with cross functional IT teams and the business regarding the restoration of services.
• Identify system or process areas where quality is lacking and initiate process improvement
• Host various meetings with area SME’s to obtain problem resolution.

• 3+ years of experience working in an Enterprise IT environment;
• 5+ years of customer service experience;
• Experience operating within an ITIL framework;
• Experience with Data Analysis and reporting.
• Hands on Experience with IT infrastructure administration a plus (IE: networking, operating systems, server configurations, app hosting etc.);
• Working Knowledge of Software Development Lifecycle (SDLC) a plus;
• Associate degree in Computer Science, Information Systems, Business Administration, or related field (or equivalent work experience).

• Working in a global organization with focus on diversity
• The possibility to enhance your career
• A purposeful and exciting environment focusing on providing a healthier future for patients!