Incident Management Analyst

Location: Pentagon, VA
Date Posted: 06-25-2018
Position: Incident Management Analyst
Location: Pentagon
Terms: 6 Months Contract to Hire
We are looking for an experienced Incident Management Analyst with analytical, technical, and communication experience in a performance based, KPI/SLA driven environment to support our team in Alexandria, Virginia.  This position is open only to candidates with a minimum interim DOD Secret security clearance.
Specific duties are:
.       Provide subject matter expertise in trend analysis for Incidents that are submitted in the enterprise to determine trending issues that may lead to potential outages and help come up with solutions for reducing incidents coming in the enterprise
.       Responsible for working with service owners and problem management team to identify reoccurring incidents and work to reduce these incidents from reoccurring
.       Generate adhoc reports of incident trends request by customer and management
.       Responsible for completing event management checklist for events that occur during business hours (shared responsibility with Service Desk
.       Monitor incident management process flow and come up with solutions to better enhance the incident management process
.       Responsible for running the VIP report daily
.       Responsible for running reports on tickets not modified 2+ days
.       Responsible for updating Scorecard
.       Responsible for monthly VIP trend report
.       Responsible for running Service Target Report at 9, 12, and 3
.       Perform daily backlog, open, and unassigned ticket trend report
.       Perform inclement weather report for any trends
.       Must have a minimum active interim Secret Clearance
.       4+ year education
.       DOD experience desirable
.       ITIL foundation certification desirable
.       Must be extremely proficient with Remedy incident and problem management software as well as Microsoft Office Suite
.       Must have excellent skills in generating reports in MS Excel and MS Access
.       Must have critical thinking skills
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