IT Incident Problem Management Analyst 118052
IT Incident Problem Management Analyst 118052
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Salary Not Disclosed
1 Vacancy
Job Description
Work Place Flexibility: Hybrid
Legal Entity:Entergy Services LLC
***Relocation assistance and sponsorship is not provided. The preferred location is New Orleans LA. Other locations within the service territory may be considered***
Job Summary/Purpose:
The Operational Governance and department is seeking a highly motivated and analytically driven individual with experience in IT Problem Management IT Incident Management and Human Performance analysis. The ideal candidate will be a processoriented datadriven individual with skills to analyze IT Incident tickets and provide meaningful reports identifying trends and patterns of System Incidents and can collaborate with Service Delivery teams in deploying permanent resolutions. The candidate would also be part of the IT Problem Review and Management processes to identify gaps in service delivery including potential Human Performance weaknesses. This role requires strong analytical skills a questioning attitude and a strong desire to continuously seen operational efficiency improvements being achieved. The role requires active communication with leadership and providing insights into IT operational health.
Job Duties/Responsibilities
- Analyze IT incident and service request tickets for patterns and trends of issues across various IT Service Delivery areas.
- Investigate recurring system and / or latent organizational deficiencies that could be leading to issues. Provide critical reviews of documented root cause analysis (RCA) to ensure valid and complete details are documented.
- Prepare and present reports on incident trends problem management insights and system performance to IT leadership.
- Collaborate with IT Service Delivery teams to seek permanent resolutions to recurring incidents and problems thereby improving IT operational efficiencies.
- Identify track and report human performance errors contributing to unplanned incidents providing recommendations for improvement.
- Maintain documentation of problem resolutions corrective actions and lessons learned.
- Utilize ITSM tools to track and manage incidents and problem tickets effectively.
- Contribute to continuous improvement initiatives in IT service management.
Minimum Requirements:
- Bachelors degree in Computer Science Information Technology or a related field.
- 2 years of experience in IT problem and incident management.
- Utility experience with Human Performance tools and controls preferred
Minimum knowledge skills and abilities required of the position
- Bachelors degree in Information Technology Computer Science or a related field.
- Proven experience in IT problem and incident management.
- Strong analytical skills with the ability to interpret and present complex data.
- Experience in root cause analysis (RCA) and IT service management frameworks (e.g. ITIL).
- Proficiency in using ITSM tools (e.g. ServiceNow Jira Remedy).
- Excellent communication and presentation skills.
- Strong attention to detail and problemsolving abilities.
- Ability to work collaboratively across teams and with leadership.
Any certificates licenses etc. required of the position
Applicable certifications for Incident and Problem Management are a plus
#LITR1
#LIHYBRID
Primary Location: LouisianaNew OrleansLouisiana : New Orleans
Job Function: Information Technology
FLSA Status: Professional
Relocation Option: No Relocation Offered
Union description/code: NON BARGAINING UNIT
Number of Openings: 1
Req ID: 118052
Travel Percentage:Up to 25
An Equal Opportunity Employer Minority/Female/Disability/Vets. Please click here to view the EEI page or see statements below.
EEO Statement:The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion sex gender sexual orientation gender identity or expression national origin age disability genetic information marital status amnesty or status as a protected veteran in accordance with applicable federal state and local laws. The Entergy System of Companies complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including but not limited to recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.
The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race color religion sex gender sexual orientation gender identity or expression national origin age genetic information disability or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.
Accessibility:Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant employee or third party on his or her behalf.If you are an individual with a disability and you are in need of an accommodation for the recruiting process please clickhereand provide your name contact number the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.
Additional Responsibilities:As a provider of essential services Entergy expects its employees to be available to work additional hours to work in alternate locations and/or to perform additional duties in connection with storms outages emergencies or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.
The nonconfidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment. Please to schedule a time to review the affirmative action plan during regular office hours.
WORKING CONDITIONS:
As a provider of essential services Entergy expects its employees to be available to work additional hours to work in alternate locations and/or to perform additional duties in connection with storms outages emergencies or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.
Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.
Required Experience:
IC
Employment Type
Full-Time
