Job Title: Incident Management Analyst

Shift/Location: 3 days on site / 2 out of the office (Monday - Weds on site; need flexibility because this may change by the end of the year) Some on-call work needed (remotely) as well

Rosemont, IL

Duration: 6 month contract to Permanent Hire

Contract Rate: $42.25/hour

Salary upon conversion: $85-90K/year

Required Skills and Experience:

· 2-3+ years Incident Management AND Problem Management Experience

· Bachelor's degree in computer science or related IT field with 3 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management or HS Diploma with 6 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management.

· ITILv4 or ITILv3 certified or demonstrate knowledge of ITIL best practices.

· Proficient in Microsoft Office Suite, emphasis on Excel and PowerPoint

· Must have a passion for working with various groups and technologies.

Position Summary:

The Incident Analyst will be responsible for driving service-excellence across all of Reyes Family of Businesses, leveraging best practices and incident, problem management processes and tools to restore services to their normal operating state within agreed upon service level expectations.

This position will effectively manage the lifecycle of major incidents to the point of root cause, provide metrics on incidents and problems, and work to identify improvements that will ensure the stability of the Reyes Family of Businesses environment, preventing incidents from reoccurring.

Position Responsibilities may include, but not limited to:

· Participate in a 7x24 on-call rotation to manage major incidents

· Own business impacting events, restoring the environment to normal service operations w/cross-functional partners.

· Ensure timely communications and updates are provided to key stakeholders for major incidents.

· Drives root cause analysis activities by conducting meetings to review major and repeatable incidents, identify areas of improvement, assign corrective actions, and monitor corrective actions to completion.

· Develops and maintains incident and problem management policies, procedures, processes, and documentation related to incident and problem management tools.

· Creates metrics and reporting for measuring corrective action success and the impact the corrective actions have by reducing mean time to resolve incidents and the number of incidents throughout the environment.

· Work with internal and external support teams to ensure that the requirements are being met in incident and problem management meetings.

· Ensure adherence to Incident and Problem Management process and service level expectations (SLEs) through monitoring and escalation where needed.