24x7 rotational on-call.
Education: Bachelor Degree in MIS, Business, or related field.
Minimum 3-5 years experience required.
ITIL V3 and COBIT standards knowledge preferred
Experience and knowledge of Incident and Problem management principles and methodologies.
Understanding of and experience with service level agreements
Familiarity with project management approaches along with the tools and phases of the project lifecycle.
Exceptional communication skills – both written and verbal.
Able to work effectively at all levels in an organization.
Excellent active listening skills.
Must be a team player and able to work with and through others.
Ability to influence others and move toward a common vision or goal.
The Incident Management Analyst will play a key role in preserving the availability of IT assets and customer services supporting the business growth of First Niagara. The focus will be to ensure that a comprehensive and sustainable IT incident/problem management program is adopted and utilized by all IT employees. The analyst will work to drive greater utilization and higher proficiency ensuring incidents/problems are well documented and communicated to the IT community.
The analyst may provide direct support and coaching to front-line managers and supervisors so they can help their direct reports through transitions.
24x7 rotational on call.
Responsible for the daily tactical management of the Incident/Problem management service support ensuring timely response to major incidents, the proper documentation of those incidents, and timely resolution of the incident leveraging resources from throughout the IT organization.
Responsible for documenting and communicating Incident/Problem management concepts and objectives internally and externally and may conduct formal training sessions.
Track and publish problem data to ensure problems are resolved quickly and effectively.
Monitor progress on the resolution of Known errors and ensure appropriate entries are made to the Known Error Database.
Identify trends and potential problem sources, by reviewing multiple data sources in alignment with the defined trend analysis' process.
Apply Information Technology Infrastructure Library (ITIL) framework knowledge into sustainable solutions.
Escalates issues for resolution, to avoid reoccurrence or close problem .
Must adhere to pertinent laws, regulations, First Niagara’s Compliance Policy and external compliance requirements.
Other Duties as Assigned