IT Incident Process Analyst (Onsite)

We're hiring an Incident Process Analyst to join our team in Greenville, SC. This role offers a hybrid schedule, with 3 days a week onsite required.

Key Responsibilities:

• Lead and coordinate the end-to-end management of P1 incidents, ensuring swift resolution and minimal business impact by being the liaison between the tier support teams responding to the incidents, as well as the after-actions to ensure the incident will not happen again
• Provide real-time updates to executive leadership and impacted stakeholders throughout the end-to-end life cycle
• Ensure incident documentation is complete, accurate, and updated in the ITSM system
• Drive post-incident reviews (PIRs) to identify root causes, lessons learned, and preventive measures
• Take leadership in problem management to ensure follow-up actions are tracked and resolved, making sure that recurring problems are resolved so that there is not an issue again

• 5 years of experience in IT service management or incident management in a large enterprise
• Strong understanding of ITIL practices, especially incident, problem, and change management
• Understanding of how infrastructure, networks, and data centers in an enterprise environment work
• Ability to create and manage a backlog of improvement topics, including required effort, timing, and priority
• Ability to lead a transverse group of resources to investigate root cause and follow-up actions
• Communicate with users and Incident resolvers to create a plan to make sure the problem does not occur again

The salary range for this position is $70,000 – $85,000.

TM Floyd & Company is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.

We offer a generous array of benefits, depending on the length of assignment. We also offer a referral bonus of up to $1,000. Ask us for more details!

TM Floyd & Company participates in E-VERIFY
AAP, EEO