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Incident and Problem Management Analyst / ITIL

Location Bloomington, United States
Posted 02-June-2020

There is no sponsorship for this 6+ Month Contract/CTH role, no 3rd party candidates will be considered

Prestigious Enterprise Company is currently seeking a Incident and Problem Management Analyst. Candidate will deliver ITIL aligned operations supporting Incident Management and Problem Management. Candidate will be a strong facilitator of the Incident / Problem Management process and help ensure high priority incidents are resolved within service level targets. This role also will lead Problem Management investigations and track and communicate updates to senior leadership on major problems. This position supports a 24x7 IT operation and as such, requires the ability to quickly respond to potential major incidents when on-call.

Candidate will plan, perform and implement process improvement initiatives (such as Lean or Six Sigma). Diagrams and evaluates existing processes. Organizes, leads and facilitates cross-functional project teams. Develops metrics that provide data for process measurement, identifying indicators for future improvement opportunities. Collects data to identify root cause of problems. Measures performance against process requirements. Aligns improvement to performance shortfalls. Provides consultation on the use of re-engineering techniques to improve process performance and product quality. May deliver presentations and training courses including measurement, analysis, improvement and control. Surveys and analyzes best practices for techniques and processes. Communicates team progress. Performs cost and benefit analyses.


Evaluates processes and conducts analyses to determine opportunities for improvement; prepares findings and presents results.
Leads and facilitates cross-functional project teams to address process improvement initiatives.
Prepares analytics to measure and analyze the effectiveness of improvements and controls implemented.


Strong analytical skills; exposure to Kepner-Tregoe or another structured RCA methodologies.
Strong technical aptitude and ability to quickly learn and understand technical information.
Experience managing major incidents and post-incident reviews and problem management.
ITIL Certification.
Prior Problem and Incident Management experience using a Service Management tool (e.g. ServiceNow, CA SDM, etc.) and monitoring tools (Splunk, Dynatrace, etc.).

Bachelors degree and at least 5 years of process improvement experience OR,
Masters degree and at least 3 years of process improvement experience OR,
At least 7 years of process improvement experience.

Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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