Senior Incident and Problem Analyst

Company: SOHO Square Solutions
Location: Costa Mesa
Posted on: February 25, 2021

Job Description:

Essential Duties and Responsibilities--

Create and implement an effective Problem Management discipline based on ITIL best practices.--
Proactively work with various technical teams to drive the identification of root cause for incidents and ensure that timely follow up action is taken.--
Help teams identify workarounds or temporary solutions to mitigate incidents.--
Maintain and update centralized Known Error Database (KEDB) with accurate information.--
--- Partner with Business and IT stakeholders to prioritize and drive improvement initiatives.--
--- Monitor and publish Incident and Problem metrics to promote awareness and transparency.--
--- Continuously improve Incident and Problem Management processes and procedures.--
--- Mentor and train the organization on Incident and Problem management process and best practices.--
--- Ensure ongoing communication and engagement with Business and IT stakeholders.--
--- Administer tools related to Incident and Problem Management.--
--- Other duties may be assigned .

Qualifications--
--- 7+ years of business systems analysis, operations, project management or related experience in an enterprise IT environment supporting a wide range of information technologies including business applications, database, network and infrastructure.--
--- Extensive experience with problem and incident management processes, concepts and tools.--
--- Solid understanding of ITIL framework and methodologies.--
--- Highly motivated and self-driven professional who can succeed with little supervision or guidance.--
--- Strong track record of driving operational improvements, able to lead/influence organizational change.--
--- Possess the ability to influence up, down and across the organization.--
--- Superior customer service and relationship management skills. Proven ability to collaborate with other teams, both technical and non-technical.--
--- Strong negotiation, prioritization and conflict management skills.--
--- Strong organization and time-management skills to handle multiple tasks and meet deadlines.--
--- Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences.--
--- Assertive but diplomatic, relentless, with a strong desire to see things through to completion.--
--- Operational technology background or the aptitude to research and learn complex technologies and processes.--
--- Ability to see the "big picture" while addressing critical details.--
--- Demonstrated ability to solve problems involving continuously changing situations and requiring constructive thinking and imaginative, original approaches.--
--- Ability to critically evaluate and question data. Experienced in using data to generate quantitative and qualitative analysis.--
--- Extensive experience defining and generating executive level reports.--
--- Bachelor of Science Degree in Computer Science or related fields

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