ITIL Incident Management Analyst
ITIL Incident Management Analyst
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1 Vacancy
Job Description
The position is described below. If you want to apply click the Apply Now button at the top or bottom of this page. After you click Apply Now and complete your application youll be invited to create a profile which will let you see your application status and any communications. If you already have a profile with us you can log in to check status.
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Regular or Temporary:
RegularLanguage Fluency: English (Required)
Work Shift:
1st shift (United States of America)Please review the following job description:
Individuals within the ITIL Incident Management Analyst role will review monitor and report on adherence and provide support as required to the governance and controls that ensure formalized technology documentation in the form of Policies Process Standards and Procedures. This role plays a key part in remediating issues identified within the scope of the Incident Management process identifying solutions for these issues and coordinating and implementing these solutions.The ITIL Incident Management Analyst applies a solid understanding of concepts within the assigned technology segment and key processes that enable and maintain the service lifecycle and applies expertise to drive continual improvement through process enhancements and evolution as new technology and automation shapes the landscape.
While focusing on enhancing knowledge of Truist processes culture and clients this role collaborates with and supports teammates across the technology organization including corporate governance and risk teams and makes recommendations for process metric and reporting improvements.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job. Other duties may be performed both major and minor which are not mentioned below. Specific activities may change from time to time.
1. Performs problem tracking diagnosis and rootcause analysis replication troubleshooting and resolution for complex issues. In this capacity performs programming and debugging activities.
2. Responds to issues in a timely manner by receiving and investigating incidents or service tickets.
3. Analyzes and observes trends with technical issues and develops recommendations for long term improvements.
4. Documents all relevant enduser interactions and steps taken to resolve incidents.
5. Has occasional contact with endusers.
6. Communicates status of issue resolution to internal customers.
7. May engage and manage outside vendors.
8. Applies indepth knowledge of application support and an understanding of best practices.
9. Typically leads moderately complex projects and participates in larger more complex initiatives.
10. Solves complex technical and operational problems.
11. Acts as a resource for teammates with less experience.
12. May have people management responsibilities for a small team.
QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Bachelors degree and five years of experience in development or application support or an equivalent combination of education and work experience.
2. In depth knowledge in information systems and ability to identify apply and implement best practices.
3. Understanding of key business processes and competitive strategies related to the IT function.
4. Ability to plan and manage projects.
5. Ability to solve complex problems by applying best practices.
6. Ability to provide direction and mentor less experienced teammates.
7. Ability to interpret and convey complex difficult or sensitive information.
PREFERRED SKILLS:
ServiceNow exp
ITIL Certification Preferred
OTHER JOB REQUIREMENTS / WORKING CONDITIONS
Sitting
Frequently 25 50 of the time)
Lifting
Up to 25 lbs.
Visual / Audio / Speaking
Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.
Manual Dexterity / Keyboarding
Able to work standard office equipment including PC keyboard and mouse copy/fax machines and printers.
Availability
Able to work all hours scheduled including overtime as directed by manager/supervisor and required by business need.
Travel
Up to 25
General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits though eligibility for specific benefits may be determined by the division of Truist offering the offers medical dental vision life insurance disability accidental death and dismemberment taxpreferred savings accounts and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by fulltime or parttime status) during their first year of employment along with 10 sick days (also prorated) and paid holidays. For more details on Truists generous benefit plans please visit our Benefits site. Depending on the position and division this job may also be eligible for Truists defined benefit pension plan restricted stock units and/or a deferred compensation plan. As you advance through the hiring process you will also learn more about the specific benefits available for any nontemporary position for which you apply based on fulltime or parttime status position and division of work.
Truist is an Equal Opportunity Employer that does not discriminate on the basis of race gender color religion citizenship or national origin age sexual orientation gender identity disability veteran status or other classification protected by law. Truist is a Drug Free Workplace.
EEO is the LawPay Transparency Nondiscrimination Provision EVerify
Required Experience:
IC
Employment Type
Full-Time
