BridgeView is currently seeking an IT Service Analyst for one of our clients. If you love building and supporting technology solutions that make businesses successful, then read on for more details.
TITLE: IT Service Analyst
LOCATION: Remote
BENEFITS: Medical, Dental & Vision, 4% match on 401(k), Life Insurance, Short & Long-Term Disability, employee perks, and more (detailed below).
OVERVIEW
The IT Service Analyst is responsible for the execution of the critical incident service restoration process as well as problem analysis and resolution. Will be responsible for coordinating issue resolution and the status of incidents and problems as well as driving the post incident retrospectives. As an escalation contacts for critical incidents, will be utilizing the ServiceNow incident and problem management capabilities.
RESPONSIBILITIES
- Takes the ownership of the Incident and drives it to resolution, providing updates to relevant parties
- Ensures the analysis of business impact and identification of commonality that that would constitute a problem
- Ensures that, following the resolution of each incident, that the incident is documented and logged appropriately, with enrichment of processes and knowledge base
- Ensures that, following the resolution of each critical Incident, closure activities are accomplished, including root cause analysis, permanent remediation of the root cause, and establishment of alerts on leading indicators
- Communicates actively with the various teams engaged or involved in the critical incidents and problems and their investigation and resolution
- Ensures terminology used (technical or business) is understood by both business and technical teams
- Participate in post-incident analysis by providing inputs on what went well and areas of improvement
EXPERIENCE REQUIRED
- 3+ years of experience in Incident and Problem Management
- Experience with platforms such as ServiceNow Familiar
- Knowledge of ITIL processes
- Experience in managing escalations in crisis situation
- Background in Networks, Data Centers, Cybersecurity, Databases, Cloud Services, or Enterprise Data Warehouse
- A Degree in Computer Engineering, Computer Science from recognized university or equivalent related technical certifications with professional experience
- Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management
- The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is essential
- Customer focus and ownership, use of own initiative and a proactive approach to work
- ITIL Foundation Certification is preferred
BENEFITS
BridgeView makes it easy to say “yes” to joining our team by providing exceptional benefits, with national Medical, Dental, Vision, Teladoc, and Life Insurance coverage effective on the first of the month from your date of hire. Our 401(k) is 4% matched and fully vested, and we offer voluntary benefits such as Short & Long-Term Disability, Critical Illness, Accident, AD&D, Legal Shield, etc. We help you take care of your mind with a paid subscription to the Calm app, and your wallet with cashback available through thousands of vendors (Ace Hardware, Verizon, Overstock.com, and more).
ABOUT BRIDGEVIEW
BridgeView is a talent and technology consulting company that helps business leaders build exceptional technology teams and deliver complex projects with confidence. Since 2005, BridgeView’s tenured recruiting team has built a vast network of niche technologists and executive leadership candidates to help our clients solve their most complex talent challenges. Paired with strategic consulting services, BridgeView further delivers project collaboration in the areas of people, process, and technology. This blended approach allows clients to adjust in real-time to align with their budgets while receiving Big 5 expertise to meet their objectives.
BridgeView. Within Sight.
We are an equal opportunity employer and value diversity. All employment decisions are made due to qualifications, merit, and business need. The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.