Process Optimization Analyst
hace 1 semana
**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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