Brooksource
Apply Now
Client Incident Analyst
Contract to Hire
100% Remote
Responsibilities
The primary Client Incident Management Lead Analyst responsibility is to create written communications to internal and external stakeholders regarding technology outages and escalated issues. This individual will be collaborating with internal business partners, influencing company-wide process improvements. In addition, this individual will work with external clients to communicate process improvements, root cause/preventative measures, and outage trends.
This individual will also be required to maintain team trackers and metrics to support qualitative and quantitative information for process improvements. This individual must be flexible with their work schedule due to the needs of outages, internal and external partners, and 24X7 service.
Daily Activities include but are not limited to:
· Client facing written communications in business friendly language for outages
· Keep dashboards and notes up to date for all events
· Be able to interact on calls to assess client impact
· Communicate clearly with internal and external stakeholders
· Contribute to continuous process improvement activities
· Facilitate and/or participate in meetings supporting Client Incident Management services
Analytics / Reporting Duties
· Manage and maintain client incident reporting
· Gathers data from Service Now
· Uses business analytics to create and display information
· Utilize Excel, OneNote, PowerPoint to prepare artifacts
· Identification of recurring themes within outages to drive process improvements
· Creation of playbooks to support process improvements
Skills:
The Applicant must demonstrate intermediate to strong working knowledge of,
· Excellent written and verbal communication skills
· Strong collaboration skills
· Ability to understand and convey technical language into business-friendly terms
· Service Now – nice to have
· Microsoft Office Suite Tools – need to have
· Tableau – nice to have not required
· Understand technology concepts
Qualifications:
· Minimum 2 years work experience
· Intermediate technology competency
· Bachelor’s degree in Technology, Business, Communications or Leadership discipline preferred
· Strong interpersonal, written, and verbal communication skills preferred
· Self-motivated, ability to work with limited direction
· Ability to work 24×7
Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.
Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.
JO-2302-133262