Address
Form of work
SalarySupports the Incident Manager and the Incident Management process to design, develop, and provide timely operational and incident/problem reports and analytics on a daily, weekly, monthly, and ad-hoc basis. Assume the role of Incident Scribe and maintain accurate and complete documentation for incidents. Create After Action Reports (AAR) and review with stakeholders. Participate in briefings and meetings as requested. Advise Incident Manager immediately of any operational issue you are not able to correct or resolve. Document all key activities, actions, and decisions in an Activity Log on a continual basis. Support incident/problem resolution including outage bridges, root cause analyses, and service improvement initiatives.
Required Experience
Qualifications:
- High school diploma and one to three years of experience in an IT Incident Management or reporting role. Relevant AA/BS degree can be substituted for some experience.
- Must have strong data manipulation and presentation skills with a high level of attention to detail and accuracy, and the ability to recognize and troubleshoot data issues / inconsistencies.
- Requires excellent IT skills, specifically MS Excel (pivot tables, graphs, charts), Word, PowerPoint, and SharePoint.
- Understanding of IT end user services and associated performance data, SLA's, and KPI's is highly desired.
- Familiarity with reporting modules in ServiceNow and ACDs is highly desired.
- Ability to multitask assignments and projects, work in a fast-paced environment, and be able to work both independently and as part of a team.
- Ability to effectively communicate verbally and electronically.
- Must be able to obtain agency suitability clearance prior to start date.
