IT Process Analyst in Painted Post, New York at AccruePartners

Date Posted: 11/10/2019

Job Snapshot

Job Description

AccruePartners values our contract and consulting employees. We offer a competitive benefits package to meet the diverse needs of all of our contractor and consulting employees and their family members. Here is a listing of what our company offers: 401(k) Medical, Dental, Vision, Life Insurance, Employee Assistance Program, Medical and Prescription Drug, Short and Long-Term Disability Insurance. 

THE TEAM YOU WILL BE JOINING:

  • Fortune 500 manufacturing and technology organization with significant investment in R&D and Innovation
  • Rich history with over 150 years of significant growth and innovation
  • Expanding global footprint in North America, South America, Europe and Asia
  • Industry leader within all 8 divisions and leader in each
  • Known for growing talent internally and promoting internally

WHAT THEY OFFER YOU:

  • Culture: Highly collaborative, teamwork-oriented environment
  • Growth: Make an immediate impact in this high visibility role
  • Opportunity: Ability to drive change within organization with a focus on process improvement
  • Stability: Strong executive leadership team investing in its talent and elevating the global footprint

WHERE THIS POSITION IS LOCATED:

  • Painting Post, NY

WHY THIS ROLE IS IMPORTANT:

The Response Analyst for Major incident Management should be a highly motivated individual who facilitates the resolution of business-impacting system issues with a group of on-call technical staff. The responsibilities of this role include monitoring and coordinating incident response efforts, and communicating status to senior management and stakeholders. This individual will be trained in the incident management process, and should be able to carry out the above duties with minimal supervision.

Day-to-Day Responsibilities:

  • Provide leadership, ownership and manage major incident bridges according to service level guidelines.
  • Organize, facilitate and lead technical teams to work together to resolve major incidents.
  • Keep accurate record of incident timelines and supporting artifacts.
  • Manage internal communications during major incidents to all key internal stakeholders.
  • Ensure all major incident process guidelines are followed and all service level guidelines are met during major incidents.
  • Act as an escalation point to expedite incidents and problem resolution.
  • Communicate incident status and resolution with a large group of business personnel, IT support and executive leadership using business verbiage and verbal communication skills.
  • Monitors progress on the resolution of Known Errors and advises Operations staff on the best available workaround for Incidents.
  • Normal hours are Monday-Friday 8:00 AM to 5:00 PM, plus participation in an on-call rotation.
  • On-call requires cellular coverage and broadband Internet access.

THE BACKGROUND THAT FITS:

  • 3-5 years IT operations, participating in or leading multiple-discipline teams in resolving critical large-scale outages. Knowledge of IT systems control and ITIL framework
  • Analytical and problem-solving skills
  • Strong written and verbal communication skills
  • Excellent interpersonal skills, effective team player
  • Excellent customer service skills
  • Excellent decision making skills
  • Excellent ability to communicate effectively both orally and in writing
  • Strong organizational, with attention to detail skills
  • Ability to work independently and as part of a team
  • Ability to work in fast-paced environment
  • Knowledge of ITIL Foundation a plus
  • Dealing with 24x7x365 stressful environments where service restoration is always the top priority in a professional manner with many different cultural and organizational relationships.
  • Leadership of diverse teams including technologists, and analysts with the common language of English but many different first languages.
  • Excellent interpersonal, organizational, customer service, executive level communications, and presentation skills.