Lead Incident Analyst - Goodwill Industries of SE WIS

The Lead Incident Analyst establishes the categorization and prioritization of incidents, develop Critical Success Factors (CSFs), report on Key Performance Indicators (KPIs), and bring together support teams to ensure a speedy resolution.

RESPONSIBILITY LEVEL:

The Lead Incident Analyst implements organization's goals, may provide input into strategic goals for Information Technology. Implements organization's goals, may provide input into strategic goals for Information Technology. Conducts research, evaluates data, and reports on findings, supporting the development and implementation of policies, procedures, and programs. Has familiarity with the Information Technology budget, may provide input into spending decisions, particularly as pertains to vendors, systems, and projects. Typically works on projects and initiatives that span 12 months - 2 years.

Establish the categorization and prioritization of incidents, develop Critical Success Factors (CSFs), report on Key Performance Indicators (KPIs), and bring together support teams to ensure a speedy resolution. Manages major incidents to resolution and collaborates with IT Leadership to drive a thorough Root Cause Analysis (RCA) of problems to minimize the impact of future incidents.

PRINCIPAL DUTIES:

1. Responsible for Major Incident response-coordination of subject matter experts and business operation stakeholders to assess incident impact, mitigate on-going risk to the business and to restore services as soon as possible when degradations, interruptions and outages occur.

2. Assists in integration of ITIL principles with the practices used to track and resolve high/critical incidents and manage changes and problems.

3. Adapt Service Management processes to integrate with evolving DevOps practice.

4. Ensure clear communication to executives and key stakeholders regarding the business impact, risks, prioritization, mitigation, and estimated time-to-fix for these issues.

5. Monitor on-going high priority active incidents, including extended and after-hours escalations; As needed coordinate resources including scheduling meetings, establishing conference calls, and engaging in chats.

6. Responsible for collecting, documenting, and maintaining incident related event-details in compliance with Goodwill's Service Level Agreements (SLAs) and maintains reporting. Owns the delivery and administration of monthly status and summary reporting for Major incidents and Problem Tickets.

7. Manage matrix of people, processes and resources including third parties - including resolving conflict to move forward to resolution, accountable for resolving outages and service degradations via workaround or permanent fix.

8. Ensure the problems progress through the Problem Management process in a timely and prioritized fashion related to all major incidents. Conducts Post Incident Review for all Major Incidents. Identify, define, and plan corrective actions based on the Post Incident Review/Root Cause Analysis (RCA). Coordinates and obtains RCA dispositions for incidents caused by 3rd party vendors.

9. Ensure appropriate monitoring is in place for reliable operations of all critical applications and initiate corrective action plans when appropriate.

10. Perform analysis on incidents and produces periodic reporting and dashboards to assist management.

11. Facilitate Change Advisory Board meeting(s) to provide visibility / approval for notable change activity.

12. Leading and Developing Talent: May partner with coworkers to advance their development.

13. Project and Change Management: May serve as a team member, or subject matter expert, for formal or department projects. Contributes ideas and helps develop solutions, while balancing demands of project work and routine job responsibilities. Engages effectively in change affecting her/him, communicating appropriately with supervisor. Follows through on learning, skill building, and practice necessary to adapt to change.

14. Problem Solving: Light supervision; works independently. Periodic review of work by manager or direct customer. Researches, analyzes, and evaluates situations and reports on findings. Solves advanced problems.

15. Technical Skill: Advanced knowledge of professional principles and skills. Comprehensive knowledge of principles, practices and procedures of particular field of specialization.

16. Community Engagement: Champions Goodwill's community engagement initiatives. Aware of Goodwill's community partner organizational and participates in volunteer opportunities as pertains to role and interest. Participates in industry/knowledge groups.

17. Responsible for completing other duties/responsibilities as assigned.

REQUIREMENTS:

1. Two years of college education or experience equivalency, and a minimum of 5 years' experience.

2. Familiar with ITIL and NIST standards.

3. Basic understanding of technology services.

CORE CULTURAL COMPETENCIES:

1. Customer Focus: Independently anticipate and meet customer needs, while searching for ways to improve customer service. Internalize customer feedback, and follow up with customer to ensure problems are solved by providing innovative ideas to meet their future needs.

2. Values Differences: Seeks out the diverse perspectives and talents of others, striving to work effectively with others who have different perspectives, backgrounds or styles. Behave with sensitivity towards differences in cultural norms, expectations, and ways of communicating. Challenge stereotyping or offensive comments.

3. Communicates Effectively: Shares information and updates with others, while ensuring a clear, concise and professional communication through reports, documentation, written and other communications. Listens with interest to what others have to say.

4. Situational Adaptability: Demonstrates flexibility of responses to different situations through adapting to the changing needs, conditions, priorities or opportunities. Monitors how well an approach is working to see if a change is needed, recognizing cues that suggest a change in approach or behavior is needed.

5. Drives Results: Demonstrates a strong drive to achieve meaningful results, through driving tasks to successful completion and closure. Sets high standards for own performance, showing determination in the face of obstacles and setbacks.

6. Ensures Accountability: Takes responsibility and ownership for successes and failures in own work. Monitors progress of performance and changes approach accordingly, following through on commitments.

PHYSICAL/SENSORY DEMANDS:

Job requires the following: remain stationary for sustained periods of time; ability to move about to accomplish tasks; must be able to operate a computer or similar technology, which typically involves substantial motions of wrist, hands and/or fingers; visual acuity to perform activities such as preparing data, operating equipment or review thoroughness of work; ability to communicate with others and exchange information in written and verbal form. Ability to travel between Goodwill locations as needed.

(SEW)