AugustaGARecruiter Since 2001
the smart solution for Augusta jobs

Incident Management Analyst

Company: SAIC
Location: Augusta
Posted on: May 9, 2020

Job Description:


SAIC is currently seeking a motivated, career and customer oriented Incident Management Analyst to join our team in Augusta, GA.

  • In this role you will work diligently to identify and resolve Major Incidents by coordinating the appropriate team to restore failed IT Services as quickly as possible, using defined escalation paths on restoring services within designated SLA requirements.

  • You will be expected to help drive decision making for incident resolution and minimizing impact to the business, serve as an escalation point for the Service Center Level 1&2 Agents, helping to research and resolve complex end-user trouble tickets, document and track all major incidents through the problem management process.

  • Review current processes on a monthly basis to identify improvement opportunities.

  • Candidate should have functional knowledge of hardware, applications, databases and potential dependencies, a passion for learning new technologies and a genuine desire to help people.

  • Position requires that you are a self-starter with strong troubleshooting skills who will use available resources to research answers to help your customers.

  • You will be expected to become an expert user of our software applications and develop the capability to identify and resolve a wide variety of information technology issues.

  • You will work closely with a supportive and talented team of IT professionals.

    Daily Tasks:

    • Providing team coverage throughout extended hours of operation, including weekends (As needed on a rotational basis of early, late, and weekend shifts shared with the Incident Management team)

    • Lead efforts to resolve major incidents in a timely and effective manner

    • Remain engaged in the ongoing process of investigating, troubleshooting, and providing resolution to technical issues, ensuring senior leadership is aware of activities being carried out by the teams.

    • Uses expertise in customer service, IT Service Management, and technical knowledge gained from prior experience to resolve issues surrounding installation, usage, and training on software and/or hardware products.

    • Utilize comprehensive understanding of the applications and infrastructure within the environment and how they impact customers and relative lines of business.

    • Acquire and leverage a full understanding of Service Level Agreements and operating protocols applicable to SAIC, its clients and their support partners

    • Analyze trends and problems to identify, diagnose, and prevent possible Major Incidents

    • Coordinate major incident bridges, ensuring the priority always remains with issue resolution and follow up to ensure that Major Incident activities are completed.

    • Timely and accurate completion of Incident records; including thorough documentation of timeline of events, outcomes and next steps.

    • Ensure effective communication towards fellow team members in terms of daily team work, sharing information, sharing workload.

    • Proactively and continuously inform client on the progress of the submitted request and that client relationship is developed and maintained.

    • Establish continuous process improvement where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

    • Participate in cross-functional post incident process reviews to ensure continuous improvement of operations and execution.


      HS degree and a minimum of 3 years' related experience.

      Ability to obtain a Security+ (CE) certification within 3 months of employment

      Ability to obtain a DOD issued Secret Clearance required

      Required Skills:

      • Works well under pressure and can meet deadlines; Ability to demonstrate a high degree of flexibility including shift and out of hours working.

      • Has a passion for service improvement; Demonstrates strong problem solving, collaboration, and conflict management skills.

      • Ability to multitask and prioritize work in a fast-paced environment.

      • Has strong administrative, reporting and organizational skills; has strong project delivery skills.

      • Exhibits excellent written and verbal communication skills. Desired Skills:

      • Experience with Service Desk ticketing system (Remedy/Service Now).

      • Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution

      • Advanced knowledge of Incident, Change, and Problem Management

      • Understanding of foundational IT technical issues and relationships

      • Excellent independent judgment: excellent creative and high-level analysis skills

      • Knowledge of Contact Center and corporate tool sets for incident/problem

      • Strong overall knowledge of customer care business and best practices

Keywords: SAIC, Augusta , Incident Management Analyst, Executive , Augusta, Georgia

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category

Other Executive Jobs

Physician: Psychiatric Medical Director Needed in Augusta, GA - JOB-2615947
Description: A psychiatric medical director position is newly available at a hospital in Georgia. This role will be primarily consultations. The responsibilities include consults, ER, and a directorship over IOP/PHP. (more...)
Company: CompHealth
Location: Augusta
Posted on: 06/4/2020

Assistant Manager
Description: The Assistant Manager works closely with and reports to the General
Company: Checkers & Rallys Drive-In Restaurants
Location: Augusta
Posted on: 06/4/2020

Director of Operations
Description: Summary We are seeking an experienced multifamily operator as a Director of Operations DO will oversee multiple apartment communities throughout a designated region. This dynamic individual is responsible (more...)
Company: Dream Live Prosper LLC
Location: Columbia
Posted on: 06/5/2020

Case Manager
Description: More personalized patient care. More professional impact.--BE THE CONNECTION.--In your role as case manager, you can be the connection between exceptional care and the positive effect it has on every (more...)
Company: Encompass Health
Location: Augusta
Posted on: 06/5/2020

Physician: Psychiatric Medical Director Needed in Augusta, GA - JOB-2615947
Description: A psychiatric medical director position is newly available at a hospital in Georgia. This role will be primarily consultations. The responsibilities include consults, ER, and a directorship over IOP/PHP. (more...)
Company: CompHealth
Location: Augusta
Posted on: 05/31/2020

92Y Unit Supply Specialist - Warehouse Manager
Description: As a Unit Supply Specialist for the Army National Guard, you will ensure that your Unit and fellow Soldiers are well supplied and equipped for any mission. In this role, your keen eye and management ability (more...)
Company: Army National Guard
Location: Greenville
Posted on: 06/4/2020

Quality Assurance Manager
Description: Job Title Quality Assurance Manager Location Columbia, SC 29201 Duration 36 Months Description The Quality Manager is responsible for a PMI-oriented approach and methodology to ensuring DDI Design, Development, (more...)
Company: 22nd Century Technologies, Inc.
Location: Columbia
Posted on: 05/29/2020

RN / Nurse Manager / South Carolina / Any / Nursing Supervisor - Sign On Bonus up to $5000 Job
Description: More personalized patient careMore professional impactBE THE CONNECTION.In your role as nursesupervisor, youll be the connection between more personal, exceptional careand the positive effect it has on (more...)
Company: Encompass Health
Location: Columbia
Posted on: 06/4/2020

Global Trade Compliance Manager# 5666
Description: br br Sorry, Visa / sponsorship not available. br br Global Trade Compliance Manager 5666 br br Greenville, SC br br Relocation Assistance No Remote Option br br Responsibilities: (more...)
Company: Tyler Search Consultants
Location: Greenville
Posted on: 05/31/2020

Pain Management Physician - Physicians Only Apply - Perm
Description: A Pain Management Physician practice is seeking a qualified physician for Greenville, SC. This and other physician jobs brought to you by ExactMD. Medical Doctors
Company: Avery Poe
Location: Greenville
Posted on: 06/4/2020

Log In or Create An Account

Get the latest Georgia jobs by following @recnetGA on Twitter!

Augusta RSS job feeds