Note: The job is a remote job and is open to candidates in USA. Technogen, Inc. is seeking a Senior Incident Management Systems Analyst to support the evolution and maturity of its Incident Management Practice. The role focuses on improving Incident Management processes, automating manual activities, standardizing governance, and driving strategies that reduce incident frequency and impact across IT.
Responsibilities
- Design and implement improvements across the full Incident Management lifecycle aligned to ITIL v4
- Improve incident coordination and communication implementing Service Operations Workspace, Statuspage, Zoom, and Microsoft Teams
- Identify and eliminate manual or inefficient Incident Management activities through automation
- Drive standardization and governance of Incident Management practices across IT
- Translate process and policy requirements into enabling platform solutions (primarily ServiceNow)
Skills
- Bachelor's degree or equivalent experience
- 8+ years of experience in IT operations, service management, or systems/process analysis
- Proven experience leading Incident Management process improvements
- Strong knowledge of ITIL v4 Incident Management and related practices
- Demonstrated success automating operational processes
- Ability to work independently and influence across teams
- ITIL v4 certification
- Six Sigma or continuous improvement training
- Hands-on experience with ServiceNow Incident Management
- Experience with incident communication and collaboration tooling
Benefits
- Remote work accepted from anywhere in US
Company Overview
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