Incident Management Analyst
Location
Texas | United States
Job description
Communications Specialist/Incident Response
JOB INFORMATION
Support the Incident Management process for business impacting production incidents across all business portfolios. Provide incident communications to business and technology stakeholders to inform them of the incident, impact, and progress towards resolution. Support reporting activities related to production incident volumes and trending as well as other organizational efforts. The ideal candidate will possess a clear and persuasive communication style, a commitment to customer service and teamwork, an orientation toward innovation and creativity, and an ability to maintain attention to detail in a fast-paced and dynamic environment. Candidates who are invited to interview may be asked to provide a portfolio of relevant work samples; preference will be given to candidates with a strong portfolio.
KEY JOB FUNCTIONS• Create Management and Executive level communication related to technology incidents.
• Create Management and Executive level reports related to technology incidents.
• Create, review/proofread content and format communications appropriately for an audience of business senior management and stakeholders.
• Manage technology projects related to production incident volumes and AWS migrations.
QualificationsEDUCATION
Bachelor's Degree in Communications, Journalism, Public Relations or Information Technology equivalent preferred.
MINIMUM EXPERIENCE 2+ years of experience required
SPECIALIZED KNOWLEDGE & SKILLS • Highly dependable worker with flexibility to accommodate adhoc tasks and requests
• Ability to manage multiple tasks or projects at any given time
• Exceptional and proven written and verbal communication
• Expertise in proper English grammar, spelling, punctuation
• Experience managing multiple projects
• Understanding of technology terms and concepts
• Ability to understand incident details and document the impact
• Ability to interpret complex issues with technical verbiage and terms and communicate in easily understandable terms
• Excellent time management and prioritization skills and ability to work under very aggressive deadlines
• Expert proficiency in Microsoft products (excluding Access)
• Proficiency in ServiceNow, Tableau, Power BI and Business Objects reporting preferred
• Proficiency in JIRA, SharePoint and Confluence
• Ability to directly communicate with senior leadership while under pressure
• Ability to create and analyze processes for efficiency
Preferred Skills• Mortgage industry experience
• Financial industry experience
• Business understanding of mortgage industry terms (moved to preferred skills)
• Experience with Status Hub tool or any other Communication tool
• Experience in working in a Cloud Platform preferably AWS
• Technical writer experience
• Ability to capture and present operational metrics to Senior Management
Pay Range: $40-50/hr W2
The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision as well as 401K contributions.
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