Brooksource
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Jr. Operations & Incident Analyst
Minneapolis, MN
Our software client is looking for a Jr. Operations & Incident Analyst to oversee and support the severity level program issues within their hosted services. This role plays a critical part in managing and resolving incidents that impact the functionality and availability of our services for Member Users, Clients, and Customers. The ideal candidate will have a strong background/interest in incident management, problem-solving, and a deep understanding of the impact of service disruptions on business operations.
Responsibilities:
· Incident Management:
o Monitor and manage incidents that affect the Hosted Services, focusing on identifying, triaging, and resolving issues in a timely and efficient manner.
o Coordinate with internal teams, including IT, Product, and Customer Support, to ensure quick resolution of incidents.
o Act as the primary point of contact for severity level issues, providing timely updates and communications to stakeholders.
· Root Cause Analysis:
o Conduct thorough root cause analysis for all incidents, identifying patterns, trends, and potential areas for improvement.
o Document and communicate findings and lessons learned to prevent recurrence of similar issues.
· Continuous Improvement:
o Collaborate with cross-functional teams to develop and implement strategies to improve incident response and resolution times.
o Recommend process improvements to enhance the efficiency and effectiveness of the incident management process.
· Reporting and Documentation:
o Maintain accurate and detailed records of all incidents, including actions taken, resolutions, and communication with stakeholders.
o Provide regular reports on incident management metrics, including severity levels, resolution times, and overall service performance.
· Stakeholder Communication:
o Ensure clear, concise, and timely communication with all stakeholders, including Member Users, Clients, and internal teams, regarding the status and resolution of incidents.
o Develop and maintain incident communication templates and protocols.
Qualifications:
· Bachelor’s degree in information technology, Business Administration, or a related field or 2+ years of experience in incident management, operations, or a related role.
· Strong problem-solving skills with the ability to analyze complex issues and develop practical solutions.
· Excellent communication skills, with the ability to convey technical information to non-technical stakeholders.
· Ability to work under pressure and manage multiple priorities in a fast-paced environment.
· Experience with incident management tools and software is a plus.
For over 16 years, Brooksource has established and maintained relationships that are designed to meet your IT staffing needs. Whether it’s contract, contract-to-hire, or permanent placement work, we customise our search based upon your company’s unique initiatives, culture and technologies. With our national team of recruiters placed at 21 major hubs around the nation Brooksource finds the people best-suited for your business. When you work with us, we work with you. That’s the Brooksource promise.
Brooksource is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.
Benefits & Perks:
Brooksource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.
Pay Disclaimer:
The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
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