Jr. Operations & Incident Analyst

Minneapolis, MN

Our software client is looking for a Jr. Operations & Incident Analyst to oversee and support the severity level program issues within their hosted services. This role plays a critical part in managing and resolving incidents that impact the functionality and availability of our services for Member Users, Clients, and Customers. The ideal candidate will have a strong background/interest in incident management, problem-solving, and a deep understanding of the impact of service disruptions on business operations.

Responsibilities:

Incident Management:

• Monitor and manage incidents that affect the Hosted Services, focusing on identifying, triaging, and resolving issues in a timely and efficient manner.
• Coordinate with internal teams, including IT, Product, and Customer Support, to ensure quick resolution of incidents.
• Act as the primary point of contact for severity level issues, providing timely updates and communications to stakeholders.

Root Cause Analysis:

• Conduct thorough root cause analysis for all incidents, identifying patterns, trends, and potential areas for improvement.
• Document and communicate findings and lessons learned to prevent recurrence of similar issues.
• Continuous Improvement:
• Collaborate with cross-functional teams to develop and implement strategies to improve incident response and resolution times.
• Recommend process improvements to enhance the efficiency and effectiveness of the incident management process.
• Reporting and Documentation:
• Maintain accurate and detailed records of all incidents, including actions taken, resolutions, and communication with stakeholders.
• Provide regular reports on incident management metrics, including severity levels, resolution times, and overall service performance.
• Stakeholder Communication:
• Ensure clear, concise, and timely communication with all stakeholders, including Member Users, Clients, and internal teams, regarding the status and resolution of incidents.
• Develop and maintain incident communication templates and protocols.

Qualifications:

• Bachelor’s degree in information technology, Business Administration, or a related field or 2+ years of experience in incident management, operations, or a related role.
• Strong problem-solving skills with the ability to analyze complex issues and develop practical solutions.
• Excellent communication skills, with the ability to convey technical information to non-technical stakeholders.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Experience with incident management tools and software is a plus.

Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.