Incident Resolution Specialist

hace 6 días

Paraíso, Paraíso, Costa Rica Edwards Lifesciences A tiempo completo

**Company Overview**

Edwards Lifesciences is a leading provider of innovative medical solutions for structural heart disease, critical care, and surgical monitoring.

We collaborate with clinicians and researchers worldwide to address unmet healthcare needs and improve patient outcomes.

**Job Summary**

The Sr. Analyst will oversee the management, implementation, and facilitation of end-to-end processes and incident resolution in IT, including problem management and root cause analysis.

This role requires strong analytical, communication, and problem-solving skills to provide efficient support to internal IT team members and stakeholders.

The Sr. Analyst will work closely with technical teams, stakeholders, and customers to ensure timely incident resolution.

Key Responsibilities:

  • Design, develop, and implement IT processes and policies related to major incidents, problem management, and root cause analysis.
  • Coordinate, document, and manage major incidents reported across IT; communicate with stakeholders and customers regarding incident status and resolution follow-up actions.
  • Analyze and prioritize incidents based on urgency and impact.
  • Act as the primary point of contact/SME for major incidents, problem management, and root cause analysis; collaborate with technical teams to resolve incidents and restore services.
  • Maintain incident records and documentation in the ServiceNow platform.
  • Develop and maintain key performance indicators, dashboards, and metrics.
  • Identify opportunities for process improvements.

Education and Experience:**

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • 4 years' experience in a related field required.
  • Certification in Major Incident Management (preferably).

Additional Skills:

  • Experience working in a FDA-regulated environment.
  • Intellectual skills: analytical, detail-oriented, organized, and an information seeker.
  • Interpersonal skills: adaptable, collaborative, ethical, persistent, effectively manages stress, and a team player.
  • Strong written and verbal communication skills.
  • Ability to establish and maintain effective working relationships with IT staff.
  • Familiarity with Agile and DevOps methodologies, Service Level Management, and Service Request Management.
  • Knowledge of ITIL incident management processes and procedures.

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