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CW Incident Management Analyst(99T809)
Ref No.: 18-06925
Location: Plano, Texas
 The role of the Incident Management Analyst is to be responsible for Incident and Major Incident activities including identifying, analyzing the Incident processes and executing on Major Incident Management.

  • Maintaining an effective Incident Management Process
  • Oversee the day-to-day activity within the Incident and Major Incident Processes
  • Recommend process improvement to the Incident Management functions
  • Assist with the design/improvement of incident management processes and procedures
  • Proactively identify and suggest improvement areas.
  • Provide training and guidance to new department team members to facilitate knowledge sharing and cross training
  • Support internal or external audit requests
  • Translate the business and user requirements into system requirements.
  • Knowledge and understanding of Industry Standard or Best Practices within the ITIL processes 
Must Haves:
Experience Required
  • Experience in ITIL Incident and Major Incident Management
  • Practical experience in ITIL service management functions and processes
  • Prior hands on experience creating and maintaining reports and dashboards
  • Experience performing Major Incident Management
  Skills and Certifications required:
  • Attention to detail
  • Excellent communication skills
  • ITIL Foundation certification
  • Highly motivated self-starter
  • Adapt at working in highly matrixed cross functional teams