Incident / Problem Analyst Job


Incident / Problem Analyst (Job Number:441952)

Description:

SAIC is looking for an Incident/Problem Analyst who will be responsible for facilitating restoration of high impact business services disrupted on a 24 x 7 x 365 basis and ensure related operations are in accordance with established procedures and best practices. The Incident Analyst requires extensive experience with identifying emerging incidents and ensuring their prompt resolution. Their primary focus is coordinating responses between technical teams during a service disruption in order to address and solve service failures as quickly and effectively as possible. Incident Analyst directly work with the subject matter expert (SME) of the malfunctioning system to develop potential solutions. Upon resolution, the Incident Analyst works to establish procedures to prevent future incidents. Incident Analyst must have the ability to follow procedures under stressful conditions and have excellent written and oral communications skills. This role is also responsible for managing the lifecycle of problems through the Problem Management process, from RCA (Root Cause Analysis) through Closure, by Elimination or Mitigation of incident recurrence.

Job Summary:

- Available for On-Call Rotation for Critical Incidents
- Facilitate restoration of high impact business services disrupted on a 24 x 7 x 365 basis, via coordinated incident bridges across the organization and with external partners
- Facilitate resolution of problems, via the problem management process across the organization and with external partners
- Maintains alignment with Change Management functions
- Manage incident/problem communications across a diverse audience, up to and including C-level executives
- Lead RCA’s (Root Cause Analysis) for Incidents/high priority problems, cross- organizationally, and produce and communicate action plans
- Supports and facilitates Problem Management identification process, leveraging various sources including but not limited to service desk incident trends, major incidents and alerts, both reactive and proactive.
- Produce accurate reporting of business impacts, restoration actions, ownership of high business impacting incidents, problem trends and risks.
- Develop and maintain process and procedures for consumption of the Incident/Problem Management capability, for all Key Work Partners
- Execute Continuous Improvement actions, per the capability roadmap that support company goals and objectives
- Demonstrated excellent interpersonal communications and complex problem solving Advanced written and verbal communications skills including the ability to develop presentations and present to senior management

Qualifications:
CLEARANCE REQUIREMENT:

- Clearance Level Must Currently Possess: None
- Clearance Level To Obtain: Must be able to pass County Live scan

REQUIRED EDUCATION AND EXPERIENCE:

- Bachelor’s Degree
- 2 years of Incident/Problem Management or relevant work experience
- Minimum 1 year of Operations experience in a 24x7x365 environment
- Problem Management tools experience (i.e. 5 Whys, Strawman)
- ITIL® Foundation Level or higher Certification
- Must be able to pass a California Department of Justice (DoJ) LiveScan background interview.

SAIC Overview:SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC's approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see My SAIC Benefits. EOE AA M/F/Vet/Disability

Job Posting: Nov 14, 2018, 11:58:55 AM
Primary Location: United States-CA-SANTA ANA
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: Other Clearance
Potential for Teleworking: No
Travel: None
Shift: Day Job
Schedule: Full-time
Company
SAIC
Posted
11/15/2018
Type
Full time
Location
Santa Ana, CA 92701, US