THIS POSITION IS 100% REMOTE. THIS IS A JUNIOR ROLE.

INCIDENT AND PROCESS MANAGEMENT ANALYST - This position is remote anywhere in the USA. It is a 1099 Independent Contractor role with no benefits, it is a long term role.

The Incident and Process Management Analyst oversees the day-to-day execution of the incident and process management processes and policies. This includes auditing policy compliance, creating documents following best practices, championing procedural participation, reporting effectiveness in key performance indicator (KPI) and metrics attainment. Managing incident response, reviewing, investigating, escalating and notifying to IT and business functions, ensuring all IOC processes are fully reviewed and documented. Analyzing incident and problem management processes for improvement in effectiveness and efficiency purposes, communicating on a thorough and consistent basis throughout the IT organization. Collaborate with the Service and Problem Management Analyst.

Required Qualifications

Associate degree in computer science, Information Systems or other related field or equivalent work experience.

3+ years of incident or problem management experience.

3+ years of business process improvement experience.

IT Infrastructure Library (ITIL) certification (Foundation-level v3 or v4) optional.

3+ years of broad-based experience in technology.

1+ years of incident, problem workflow automation tool experience a plus.

Experience with the following technologies: Service Now.

Strong commitment to personnel safety and IT security.

Job Description

Incident Management

Creates/formalizes Incident Management process for IOC with the correct roles and levels of engagement.

Collaborates with local/global peers in IT to ensure that a unified incident management process is followed.

Documents major incident resolution and closure and hand-off to Service & Problem Management.

Define, calculate and ensure all incident management metrics are met using reporting and KPI's.

Monitors incident trends for Tier 1 applications and partner with Service & Problem Management to eliminate repeating events/incidents.

Process Management

Collaborates with local/global peers in IT to ensure that all IOC processes are identified, documented and updated.

Performs interviews within IT to understand present and desired state, while comparing to similar Iberdrola processes.

Develops Process Implementation Plans that include a list of activities and relevant dates/deadlines.

Manages and maintains IOC document management repository for all processes and procedures, including technical and process diagrams.

Define, calculate and ensure all process management metrics are met using reporting and KPI's.

PTYTECH is an IT staffing firm working to simplify the connection between innovative companies and reliable tech talent. Founded on the basis of providing our clients and candidates confidence in their next hire or career opportunity, our staffing experts work diligently to place IT professionals quickly and at the most affordable cost on the market. Our average placement time of 48-72 hours combined with our very low attrition rate result in lower project deployment costs for our clients. Additionally, we ensure that we vet the organizations that we work with just as thoroughly as we do our candidates, optimizing these professionals for success in their new roles.