Major Incident/Incident/Problem Analyst / Senior (ITSM / ITIL)

Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together.  

Incident/Problem Analyst II / Senior

Incident/Problem Analyst / Senior (ITSM / ITIL) | Network Operations Center- Join our team as an Incident/Problem Analyst, focusing on Incident, Problem, and Change Management. You'll collaborate with a dedicated team to standardize and deliver product and process roadmaps.

 

Key Responsibilities:

• Standardize and deliver process roadmaps for Incident, Problem, and Change Management.
• Collaborate with stakeholders to understand and negotiate process requirements.
• Work with development teams to implement business requirements on the ServiceNow platform.
• Produce IT KPIs and metrics using ServiceNow, monitor key processes, and respond to reporting requests.
• Advocate for ITIL best practices and drive continuous improvement in IT processes.

 

Skills & Qualifications:

• Strong analytical and troubleshooting skills with attention to detail.
• Ability to work independently and in a team environment.
• Excellent interpersonal and communication skills; able to influence and negotiate.
• Experience with ServiceNow ITSM modules and knowledge of the ServiceNow platform.
• Familiarity with Agile methodology and DevOps principles.
• Ability to communicate technical concepts to non-technical audiences.
• Understanding of SLAs and their configuration in ServiceNow.
• Commitment to continuous improvement and process standardization.

 

Preferred Experience:

• ITIL Foundations Certification (v3 or higher) is a PLUS
• Experience in producing IT KPIs and metrics.
• Knowledge of ITIL principles and their application in Incident, Problem, and Change Management.
• Experience in training and facilitating the adoption of ITIL standards.

*Ability to be on-call during business and non-business hours, including weekends to assist with Major Incidents

Minimum Requirements

Incident/Problem Analyst (ITSM / ITIL)

• BS/BA equivalency or an equivalent combination of four  years relevant business work experience and relevant college coursework in business, information technology or a related area. 
• AND two (2) years of progressively responsible experience where general knowledge and understanding of business unit operations, business unit systems, and basic knowledge of database design, structure, functions and processes and experience with database tools has been obtained. 
   

Incident/Problem Analyst Senior (ITSM / ITIL)

• BS/BA equivalency or an equivalent combination of four years relevant work experience and relevant college coursework in business, information technology or a related area.
• AND five (5) years of progressively responsible experience where strong understanding of business unit operations, business unit systems, database design, structure, functions and work processes and experience with database tools is obtained.

Major Accountabilities

 

1)  With general direction, participates in the development analysis, planning, administration, and communication of a broad range of business unit projects, processes, and practices.  With general direction provides operational support for business unit business systems including, but not limited to, researching and resolving problems, 
2)  Researches and analyzes routine to moderate business/operations problems within the business unit.  Interfaces with IT, Systems Analysts, or vendor to resolve issues as necessary.  Follows up to ensure timely resolution of problems and ensure customer satisfaction.

3)  With general direction, participates in the analysis and recommendation of new business processes, which may include new systems and/or enhancements to existing systems.  Ability to gathe