The Client Incident Management Analyst responsibility is to create written communications to internal and external stakeholders regarding technology outages and escalated issues. This individual will be collaborating with internal business partners, influencing company-wide process improvements. In addition, this individual will work with external clients to communicate process improvements, root cause/preventative measures, and outage trends.
This individual will also be required to maintain team trackers and metrics to support qualitative and quantitative information for process improvements. This individual must be flexible with their work schedule due to the needs of outages, internal and external partners, and 24X7 service.
Responsibilities • Client facing written communications in business friendly language for outages • Keep dashboards and notes up to date for all events • Be able to interact on calls to assess client impact • Communicate clearly with internal and external stakeholders • Contribute to continuous process improvement activities • Facilitate and/or participate in meetings supporting Client Incident Management services • Analytics / Reporting Duties • Manage and maintain client incident reporting • Gathers data from Service Now • Uses business analytics to create and display information • Utilize Excel, OneNote, PowerPoint to prepare artifacts • Identification of recurring themes within outages to drive process improvements • Creation of playbooks to support process improvements
Qualifications
Required • Excellent written and verbal communication skills • Strong collaboration skills • Ability to understand and convey technical language into business-friendly terms • Microsoft Office Suite Tools (Outlook, Word, Excel, Powerpoint) • Understand general technology concepts • Minimum 2 years professional work experience • Strong willingness to learn • Strong organizational skills
Nice to Have • Service Now ticket handling • Tableau • Bachelor's degree in Technology, Business, Communications or Leadership discipline
Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.