Business Systems Analyst III/ ITIL® Foundation Level or higher Certification- Required

Location: Santa Ana, CA
Date Posted: 10-08-2018
​6 months to direct
All qualified resumes will be responded to within 24 hours or less

ITIL® Foundation Level or higher Certification- Required
The Incident and Problem Leader is responsible for facilitating restoration of high impact business services disrupted on a 24 x 7 x 365 basis and ensure related operations are in accordance with established procedures and best practices. The Incident Leader requires extensive experience with identifying emerging incidents and ensuring their prompt resolution. Their primary focus is coordinating responses between technical teams during a service disruption in order to address and solve service failures as quickly and effectively as possible. Incident Leader directly work with the subject matter expert (SME) of the malfunctioning system to develop potential solutions. Upon resolution, the Incident Leader works to establish procedures to prevent future incidents. Incident Leader must have the ability to follow procedures under stressful conditions and have excellent written and oral communications skills. This role is also responsible for managing the lifecycle of problems through the Problem Management process, from RCA (Root Cause Analysis) through Closure, by Elimination or Mitigation of incident recurrence.
  • Facilitate restoration of high impact business services disrupted on a 24 x 7 x 365 basis, via coordinated incident bridges across the organization and with external partners
  • Facilitate resolution of problems, via the problem management process across the organization and with external partners
  • Maintains alignment with Change Management functions
  • Manage incident/problem communications across a diverse audience, up to and including C-level executives
  • Lead RCA’s (Root Cause Analysis) for Incidents/high priority problems, cross-organizationally, and produce and communicate action plans
  • Supports and facilitates Problem Management identification process, leveraging various sources including but not limited to service desk incident trends, major incidents and alerts, both reactive and proactive.
  • Produce accurate reporting of business impacts, restoration actions, ownership of high business impacting incidents, problem trends and risks.
  • Develop and maintain process and procedures for consumption of the Incident/Problem Management capability, for all Key Work Partners
  • Execute Continuous Improvement actions, per the capability roadmap that support company goals and objectives
  • Demonstrated excellent interpersonal communications and complex problem solving Advanced written and verbal communications skills including the ability to develop presentations and present to senior management
     Experience and Educational Requirements:
  • Bachelor’s Degree required
  • 5 years of Incident/Problem Management or relevant work experience required
  • Minimum 1 year of Operations experience in a 24x7x365 environment required
  • Problem Management tools experience (i.e. 5 Whys, Strawman) required
  • ITIL® Foundation Level or higher Certification- Required
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