Company: Northeastern University Title: Incident & Reporting Analyst (remote) Location: Can be fully remote Start: Ideal start date would be 2-3 weeks out from the date a candidate accepts an offer to allow for proper onboarding per the ITS Admin team. Duration: 6 months to start Rate: $60/hr range. Visa: No H1 Interviews: MS Teams video Note: can be fully remote, work EST hours. Include Logo on resume please Must haves:
- Strong ServiceNow - Certification preferred
- ITIL/ITSM experience - prefer certifications
- Incident Response or Incident Management experience
- Strong Reporting
Summary
- The Division of Information Technology Services (ITS) is currently seeking a talented individual to fill the role of Incident and Reporting Analyst. This position will be an integral part of the team to help identify areas of opportunity, trends in demand/traffic, and improve our internal workflows to deliver the best experience as relates to the lifecycle of Incidents, Requests, and other tasks within the environment for the Northeastern community.
- You will be an important seat at the table to help us build out reporting, identify trends/pain-points, and stay current on all changes and planned maintenance. This role will ensure all teams within ITS have the proper knowledge, training, and resources to be successful in supporting the community and the services we provide.
- The Incident and Reporting Analyst will also serve as the first-line Major Incident Coordinator. This role would be responsible to start a conference bridge, collaborate with service managers and communications teams, and guide the team to resolution as quickly as possible during the course of a major incident (e.g. an outage to a critical university system). This role will also conduct post incident reviews to inform improvements to technology and process and to minimize the ongoing risk of future disruptions to service
- The ideal candidate should possess skills in operating and optimizing processes using metrics and reporting. You will need to be detail-oriented and able to collaborate with different members of the community.
- To ensure that essential services are provided to the university community, the employee will be required to work outside his/her regular working hours and university holidays - especially as outages arise ( not without prior written consent as a contractor).
- 8am to 5pm Monday to Friday ( no more than 40 hours without prior written consent)
Qualifications:
- The ideal candidate will have 3+ years of ITSM and Reporting experience, higher education experience is a plus.
- ITIL, ServiceNow, or other ITSM related certifications are preferred
- An understanding of ServiceNow/ITIL concepts with a passion for providing an end user an optimal service experience is required. The position also requires a logical and structured approach to improving and optimizing our services and the processes that support them.
- Proven experience with the creation and/or management of KPIs, SLAs and related reporting.
- Must be able to create and update meaningful reporting leveraging ITSM metrics, technology usage statistics, call center software, and data from incidents and requests.
- The Incident and Reporting Analyst must have an interest in and proficiency with learning new technologies that are needed to support the university community.
- Excellent interpersonal, communication, facilitation and organizational skills are required. Flexibility is required as this role will serve as Major Incident Coordinator for Major Incidents that occur 24x7.
Key Responsibilities & Accountabilities: 40% of the time: Analyze processes and standard operating procedures against KPIs Among the key duties of this position are the following:
- Investigate and help guide compliance of procedures, data, and policies for the Incident/Request/Task platform within ITS.
- Ensure that the design aligns with needs of the business, services owners, and support staff.
- Audit performance against KPIs to tell a story around ways to enhance the overall experience.
- Identify workflow improvements driving issue resolution.
- Investigate and identify process breakdowns/opportunities
- Act as a resource for the organization help better understand ITSM defined processes and roles.
20% of time: Evaluation, Consultation and Project Participation and Implementation
- Participate in planning and execution of support for the community.
- Support service transition activities. This includes writing documentation; defining self-service, service desk and escalation procedures; proactive analysis of service implementation impact on both the user community and support staff to identify improvement opportunities.
- Analyze new solutions and provide recommendations for further analysis and impact.
- Train ITS teams regarding new procedures
10% of time: Major Incident Coordinator
- Continue to drive the Major Incident (MI) process and better define roles and processes.
- Act as first-line MI Coordinator as outages arise.
30% of time: Reporting
- Define reports and regular insights for the team and ITS Leadership based on defined metrics
- Identify key metrics to tell a story about the customer experience and how each ITS area supports that overall experience.
- Highlight areas of opportunity/gaps in knowledge based on reporting and feedback