Systems Support Analyst

Systems Support Analyst

Location: Durham NC

Duration: Long Term

This role is an Incident Manager with strong ITSM/ITIL/ServiceNow experience.

Top Skills:

Previous experience with ITSM is a must along with great communication skills.

Having experience with Servicenow and/or incident management would be a huge plus.

ITSM or ITIL usually work the best with this team.

The Expertise and Skills You Bring:

• Bachelor’s degree preferred
• 5-8 years in a similar operational role preferred
• Must have the ability to command incident triage bridges ensuring quickest possible mitigation, including incident facilitation, troubleshooting/triaging capabilities and recommendations for incident mitigation
• Publish clear and concise incident communications that provide subscribers with relevant information including business impact and mitigation status
• Capability to partner with BU teams on stability opportunities based upon reporting/trending findings as well as operational readiness
• Knowledge of Cloud, Network, Infrastructure & Microsoft Office products
• Ability to quickly learn new concepts and technologies to support day to day operations
• Customer orientated personality exhibiting professionalism and enthusiasm
• Analytical & detail orientated thought process with the ability to take methodical approach to activities such as data analysis & stability trending
• Good technical background with the ability to discuss architecture, hardware and software concepts
• Must have full understanding of the ITIL practices to support the day-to-day operations
• Excellent verbal and written communication skills.
• Demonstrate ability to form trusted working relationships with business unit stakeholders through collaboration and enhanced effective communications.
• Experienced in DevOps and Agile practices
• Experienced user of ITSM products