Senior Incident Management Analyst

Job Summary:

The Senior Incident Management Analyst plays a crucial role in minimizing the adverse effects of IT changes, incidents, and problems, while proactively preventing the occurrence of IT incidents, problems, and errors for firm partners and professionals. This independent position is responsible for owning the Incident Management process, ensuring alignment with strategic company objectives. The role involves guiding and supporting IT Service Management (ITSM) process implementation, as well as executing and maintaining designated ITSM processes with minimal supervision.

Key responsibilities for this role include coordinating Incident Management and triage efforts with relevant resources across National IT. The aim is to identify underlying issues, develop temporary workarounds, and provide comprehensive documentation to Problem Management, system owners, and vendors. The Senior Incident Management Analyst independently manages Incident Management processes and drives continual process improvement through well-documented recommendations to IT leadership. Maintaining an advanced understanding of current IT systems and hardware is essential to ensure the correct and consistent application of firm-wide policies and procedures. Additionally, the Senior Incident Management Analyst provides training and guidance to enhance the overall knowledge within National IT.

Job Duties: 

• Oversees Incident Management activities, ensuring alignment with best practices as defined in the ITIL Framework and BDO National IT operational processes
• Leads Major Incident Management activities and serves as the process owner for Major Incident (MI) operations
• Creates incident impact communications to IT and the Firm, when needed
• Creates and maintains technical documentation and FAQs, including new troubleshooting steps and resolution criteria for inclusion in the ServiceNow knowledgebase and/or problem records
• Supports ITIL ITSM processes by:
  • Investigating critical and complex incidents and issues identified as problems
  • Identifying root cause trends in event management outputs
  • Leading problem investigations and root cause analysis in coordination with various IT departments, leaders and technicians
• Reviewing changes for compliance, necessary detail and possible impact to production environments
• Leading creation and communication of change reports and are responsible for follow up on non-compliant changes
• Creating and maintaining KPI & Metrics to improve IT Service Management
• Validates all relevant information about an incident or problem to correct any categorization errors, ensuring accurate reporting data in ServiceNow
• Logs activity related to incidents and problems to maintain accurate ticket history in ServiceNow
• Publishes modifications or workarounds to open problems to help facilitate root cause analysis investigations and future mitigation activities
• Identifies process gaps or disconnects found during incident triage and relays information to Problem Management
• Ensures all documented processes are adhered to and departmental compliance is achieved
• Validates all reports of possible incident trends in a timely fashion
• Informs business line professionals, the Service Desk, and other National IT support resources, about service failures and workarounds to avoid any loss billable time
• Creates and maintains technical documentation and FAQs, including new troubleshooting steps and resolution criteria for inclusion in the Knowledgebase and/or Problem database within ServiceNow
• Monitors the status of ongoing incidents so that actions can be taken as soon as possible if service levels are likely to be breached
• Maintains Incident Management reports for trending issues, including system outages and degradations
• Other duties as required

Supervisory Responsibilities:

• N/A

Qualifications, Knowledge, Skills and Abilities:

Education:

• High school diploma/GED, required
• Bachelor’s Degree, preferred

Experience:

• Five (5) or more years of experience in technical support environment, required
• Four (4) or more years of experience with IT Servic