IT Service Management Analyst (Incident, Problem, Change Management)

Company: Unisys
Location: Hartford
Posted on: November 21, 2020

Job Description:

Job DescriptionWe Believe in Better!
We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people's lives through secure, reliable advanced technology is our vision.
At Unisys, we believe in better! Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.

Our associates are at the forefront of everything we do, driving our clients' successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us!

Learn more about Unisys and our key solution offerings: Unisys, Stealth™, CloudForte®, InteliServe™

What success looks like in this role:

Key Responsibilities

Oversees, facilitates, and administers ITIL-based service support in the coordination of incident ownership on a 24x7 basis. Responsibilities include the oversight of service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident-based) to strategic (Global Account Management Strategies).
* Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers. Actively listening and accurately paraphrasing technical information, simplifying it, as necessary, in order for all bridge participants to understand the status of the incident restoration.
* Participates in bridge conference calls and collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
* Facilitates Unisys standard processes for ITIL core functions such as Incident Management, Change Management, Problem Management, etc.


You will be successful in this role if you have:
* Must be US citizen - supporting US government clients.
* High school diploma or GED required, college degree preferred. Background investigation and drug screen required.
* Familiarity with ITIL V3 processes and principals, ITIL certification desired
* Effective written and verbal communication. Excellent customer service, conflict resolution, facilitation and executive presentation skills required. Ability to create and document processes.
* Knowledge of, not necessarily working experience, with the following:* Major Incident Management:* Driving P1 incidents to resolution through L2/L3 support engagement, leveraging the paging system and on-call scheduling
* Documentation of key work streams and events during the conference bridge
* Send notifications to leadership and key stakeholders that include impact(s) to the business, completed work streams and results, next actions, and current status
* Ensure proper functional and hierarchy escalations occur when required and escalation procedures are followed
* Investigate lower priority incidents that are raised/ triggered through the ITSM tool that could result in significant business impact
* Proactively facilitate lower priority incidents in order to alleviate greater business impact
* Performed department-wide process analysis and developed process improvements

* Problem Management:* Root Cause Analysis process how it works within the required Service Level Agreement
* Trend analysis, proactive techniques, and after-action Post-Incident Review

* Service Level Management:* Knowledge of Operation Level Agreements, Key Performance Indicators, Service Level Agreements, Critical Service Levels, and Key Measures



eeoNotice For U.S. Applicants: Unisys is an Equal Opportunity Employer - Minorities/Females/ Veterans/Individuals with Disabilities/ Sexual Orientation/Gender Identity

Keywords: Unisys, Hartford , IT Service Management Analyst (Incident, Problem, Change Management), Professions , Hartford, Connecticut