Process Optimization Analyst

hace 1 semana


Paraíso, Paraíso, Costa Rica Edwards Lifesciences A tiempo completo

**Job Description**

We are seeking a highly skilled Sr. Analyst to join our IT team and lead the management, implementation, and facilitation of end-to-end processes and incident resolution.

The ideal candidate will have a strong background in IT service management, excellent communication and problem-solving skills, and experience working in a fast-paced environment.

Key Responsibilities:

  • Oversee the development, implementation, and maintenance of IT processes and policies related to major incidents, problem management, and root cause analysis.
  • Collaborate with technical teams, stakeholders, and customers to ensure timely resolution of major incidents.
  • 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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