Inspire Brands, Inc.
Incident and Problem Managment, Senior Analyst
Inspire Brands, Inc. - Robbins, Illinois, United States, 60472
Work at Inspire Brands, Inc.
Overview
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Overview
The Incident & Problem Management Sr. Analyst will be responsible for ensuring a cohesive Incident and Problem management practice for Inspire Shared Services. The role will serve as the Incident Commander and lead the Major Incident process for Inspire Shared Services, focusing on E-commerce and Infrastructure platforms. The role involves engaging and triaging Major Incidents to the proper team and communicating status reports to Senior Leadership through incident completion. Additionally, the role manages the Problem Management practice, driving long-term incident reduction through root cause analysis and leveraging best practices according to the ITIL framework. The role will work with stakeholders to drive Problems to resolution.
The role reports directly to the Manager of IT Service Management.
RESPONSIBILITIES
Identify and classify Problems, determine root causes, and provide timely resolutions to prevent recurring Incidents. Manage current Problem tickets and drive Problems to resolution. Collaborate with subject matter experts to investigate Problems and identify root causes. Leverage the Major Incident Process to assemble technical resources needed for service restoration during disruptions. Manage communication during outages affecting key P1 systems. Lead triage efforts during system-wide outages, ensuring key resources work towards restoring service. Drive Root Cause Analysis through collaboration with business teams, technical teams, and vendors. Collaborate with end-users, management, vendors, and IT personnel to provide timely incident status updates. Maintain a knowledge base and ensure quality procedures and solutions are accessible to staff. EDUCATION AND EXPERIENCE QUALIFICATIONS
4-year or Bachelor’s degree in computer science, MIS, or related field. ITIL Certification or relevant experience. ServiceNow Certifications or related tool experience. Experience with ITSM tools, especially ServiceNow. At least 3 years in a medium-to-large enterprise environment. 3+ years defining, implementing, and improving ITSM processes. 3+ years experience in Incident, Problem, and Major Incident Management processes. KNOWLEDGE, SKILLS, AND ABILITIES
Understanding of Incident and Problem Management principles within ITIL/ITSM. Knowledge of the three lines of defense model, preferably in a multi-branded Shared Services environment. Professional communication skills with customers and leadership, both verbal and written. Process design and process excellence skills. Leadership ability to influence at all organizational levels. Experience with Service Management software such as ServiceNow. Ability to remain calm and focused during high-stress situations. Strong project management skills, capable of managing multiple projects under deadlines. Self-starter with the ability to operate independently, prioritize tasks, and seek clarity when needed. Understanding of Agile methodology. Willingness to work non-standard hours occasionally. Ability to perform effectively in high-stress situations.
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Identify and classify Problems, determine root causes, and provide timely resolutions to prevent recurring Incidents. Manage current Problem tickets and drive Problems to resolution. Collaborate with subject matter experts to investigate Problems and identify root causes. Leverage the Major Incident Process to assemble technical resources needed for service restoration during disruptions. Manage communication during outages affecting key P1 systems. Lead triage efforts during system-wide outages, ensuring key resources work towards restoring service. Drive Root Cause Analysis through collaboration with business teams, technical teams, and vendors. Collaborate with end-users, management, vendors, and IT personnel to provide timely incident status updates. Maintain a knowledge base and ensure quality procedures and solutions are accessible to staff. EDUCATION AND EXPERIENCE QUALIFICATIONS
4-year or Bachelor’s degree in computer science, MIS, or related field. ITIL Certification or relevant experience. ServiceNow Certifications or related tool experience. Experience with ITSM tools, especially ServiceNow. At least 3 years in a medium-to-large enterprise environment. 3+ years defining, implementing, and improving ITSM processes. 3+ years experience in Incident, Problem, and Major Incident Management processes. KNOWLEDGE, SKILLS, AND ABILITIES
Understanding of Incident and Problem Management principles within ITIL/ITSM. Knowledge of the three lines of defense model, preferably in a multi-branded Shared Services environment. Professional communication skills with customers and leadership, both verbal and written. Process design and process excellence skills. Leadership ability to influence at all organizational levels. Experience with Service Management software such as ServiceNow. Ability to remain calm and focused during high-stress situations. Strong project management skills, capable of managing multiple projects under deadlines. Self-starter with the ability to operate independently, prioritize tasks, and seek clarity when needed. Understanding of Agile methodology. Willingness to work non-standard hours occasionally. Ability to perform effectively in high-stress situations.
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