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Incident Analyst in Northbrook, IL at CRS Group

Date Posted: 7/20/2018

Job Snapshot

Job Description


The ECC Analyst Level 1 responds to and diagnoses problems through discussion with users and under direct supervision.

This includes problem recognition, research, problem isolation and resolution steps. Typically, this level will resolve basic problems while referring more complex problems to intermediate and or senior level staff. Problem resolution (at times) will involve

the use of problem management database, tools and help desk systems.

The analyst will be expected to carry out the daily duties listed below while continuing to build knowledge and understanding of the ECC environment and their personal responsibilities. They will focus on communication, learning and working as a team player

in an environment which focuses on:

• Problem Coordination

• Incident Detection

• Incident Facilitation

• Incident Management

• Communication

• Change Coordination

Key Responsibilities:

• Monitor system management consoles and respond to console alerts

• Monitor the break-fix activities of operational entities both internal and external

• Assure that break-fix activities and escalations occur within agreed EQA Guidelines

• Monitor change management scheduled event calendar for pending changes

• Assure that change management scheduled events occur within Enterprise Change

Management Guidelines

• Verify the functionality of key Enterprise applications and infrastructure via diagnostic sites or manually

- 1 -

• Facilitate ECC Rapid Response conference calls, fulfilling at least one of the following roles: Situation Leader, Scribe and Runner.

• Execute communication protocols in outage situations following the transactional escalation process.

• Provide communication to clients via paging, e-mail, banner, voice mail and phone calls

• Ensure timely problem resolution communication and closure back to the clients

• Maintain and update incident reports - a 24 hour log of all outages, change management events, break-fix activity, trouble tickets, event deviations and communications

• Ensure effective turnover processes are executed during shift change periods

• Application specialist in the ECC supported applications and infrastructure components

• Provide feedback and process improvement suggestions to the Availability Management counterparts to aid in continuous process improvement in the form of Service Improvement Requests (SIP).

• Fulfil Production Operations Level 1 Windows Ticket work.

• To carry out any other duties as may reasonably be required from time to time.

• Centralized accountability for transactional availability

- Single point of contact for application and infrastructure support personnel

- Application specialist: transaction flows, supporting all ECC monitored applications.

Qualities/Skills identified with the position:

• Assertiveness

• Confidence

• Communication Skills (Telephone, retaining and relaying information, Report Writing, Listening and Keyboard skills)

• Problem solving, deductive reasoning skills

• Strong meeting management skills

• Ability to adapt quickly, learn new processes and develop new skill sets

• Effective Team worker

• Self-sufficient, proactive approach

- 2 -

• Initiative/ Adaptability /Flexibility to quickly assume new job responsibilities which require additional technical skills

• Managing tasks simultaneously, strong organizational and prioritization skills

• Works well under pressure

• Integrity and honesty

Principal Relationships/Contacts

• Interaction with ECC Analysts at Senior level as well as ECC trainers

• Communicate with external vendors as necessary

• Interact with support personnel, developers, team leaders, managers, within

Information Technology Systems Support

• Interact with ECC Analysts and Management across all ECC units, as appropriate.

Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.

Job Requirements