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YOUR OPPORTUNITY

The Incident / Problem Analyst takes a lead role in developing, coordinating, and promoting the standardization and improvement of industry-recognized Incident and Problem Management best practices across the organization. This role is responsible for the support of these processes across the business, as well as enhancing the end user experience when requiring support with technical issues. The focus is on overseeing all Incident and Problem Management activities, ensuring that root cause analysis is captured and tracked to completion, and that the end-user experience is continuously improved. The Incident / Problem Analyst will lead incident and problem review meetings, handle customer communications during critical business impacting events, and work closely with all teams across IT, both internal and external, to coordinate resolution activities.

CORE RESPONSIBILITIES:
The below statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. May perform other duties as assigned.

• Acts as a subject matter expert for Incident and Problem Management.

• Serves as a point of escalation for the Service Desk.

• Participates in the strategic planning and operational design for Incident and Problem Management.

• Develops and maintains well documented policies, standards, processes, controls, and workflows, that enable Incident and Problem Management in the organization.

• Participates in the on-call rotation for after-hours major incident support.

• Ensures that major incident procedures are followed during and after critical business impacting events.

• Supports the communication of major incidents during critical business impacting events.

• Oversees and coordinates all post incident resolution activities to ensure they are fully completed.

• Responsible for the daily and long-term management and tracking of Incident and Problem Management metrics.

• Analyses incident and problem data for trends, ensures correct prioritization and categorization, and ensures overall ticket handling consistency and data quality.

• Participates in the testing and implementation of changes, enhancements, and upgrades to Incident and Problem capabilities within the ServiceNow application.

• Simplifies, standardizes, and automates wherever possible.

• Stays ahead of IT Service Management best practice trends.

• In addition to the essential job functions described above, all associates will perform duties as requested by management. Assigned responsibilities and duties may vary based on organizational growth.

• Abides by all policies, rules and regulations of the company including all applicable safety rules, regulations, and procedures.

• Supports corporate programs, goals, and initiatives

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.

• Bachelor's degree from an accredited four-year college or university and 2+ years of relevant experience, or equivalent combination of education and experience, required.

• ITIL v4 certified preferred.

• Strong understanding of Incident and Problem Management best practices.

• Experience with ServiceNow preferred.

• Proficient using MS Office products.

• Ability to effectively manage a variety of tasks and projects simultaneously.

• Self-directed, critical thinker and decision maker, with strong analytical and problem-solving skills.

• Maintains composure under pressure.

• A passion to automate.

• Drives execution, demonstrates professional competence, works with minimal supervision and is self-motivated and reliable.

• Works harmoniously within the team and with other departments.

• Effectively communicates verbally and in writing.

• Acts with integrity and honesty, displays high ethical conduct, and holds themselves accountable.

• Exhibits flexibility in response to changing demands, works additional hours as needed and is prepared to travel as required.

Smithfield is an Equal Opportunity/Affirmative Action (EEO/AA) Employer. All qualified applicants will receive consideration without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, status as a protected veteran, status as an individual with disability, or any other protected group status or non-job-related characteristic as directed by law.

EEO/AA Information

Smithfield is an equal opportunity employer committed to workplace diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, gender identity, protected veterans status, status as a disabled individual or any other protected group status or non-job characteristic as directed by law.

If you are an individual with a disability and would like to request a reasonable accommodation for any part of the employment selection process, please call us at 757-357-1595.