Senior Incident Analyst

Description

Job Summary: Manage the IT Incident and Request process, promoting continuous improvement and effective communication with various teams and senior management. Key Highlights: 1. Management and evolution of IT Incident and Request processes (ITIL/COBIT) 2. Leading war rooms for critical incidents with senior management 3. Focus on continuous improvement, collaboration, and communication in IT Description: * Required: Bachelor's degree completed in Engineering, Computer Science, Systems Analysis, IT, IT Management, Administration with emphasis on systems analysis, or related fields. * Desired: * Intermediate English proficiency. * Manage the IT Incident and Request process, ensuring maintenance and evolution of process maturity based on ITIL and COBIT best practices; * Assess and escalate critical incidents, initiating and leading war rooms, ensuring traceability, clear communication, and appropriate direction from start to finish of the process; * Engage relevant stakeholders as needed, ensuring efficient integration among processes, people, and ITSM (ServiceNow); * Participate in and present key topics to senior management related to incidents and requests; * Focus on continuous process improvement, demonstrating a questioning mindset and actively seeking knowledge to add value; * Interact with diverse technology and business teams; * Plan, lead internal and external workshops and training sessions on Incident and Request Management processes; * Manage strategic contracts, ensuring continuous review, technological alignment, and vendor evaluation. Specific Knowledge / Skills: * Strong written and verbal communication: Ability to convey information clearly, concisely, and appropriately tailored to the audience (technical teams and senior management). * Ownership mindset: Attitude of responsibility and commitment to process outcomes and quality. * Teamwork and collaboration: Interaction across different areas and hierarchical levels, promoting integration and alignment. * Organization and priority management: Ability to handle multiple simultaneous demands without compromising quality. * Experience in operations governed by ITIL or COBIT, including concepts of Crisis, Critical Incidents, Business Continuity, Service Requests, Problems, Changes, CMDB, and Solution Knowledge Bases. * ITSM tool administration experience (ServiceNow, Jira, or similar) for disciplines related to incidents, requests, service catalog, solution knowledge base, change management, and problem management. * Experience in technology service management teams and processes focused on ITSM, IT Governance, Processes and Quality, and projects. Differentiators: * Knowledge of workplace environments (NOC, Service Desk, Field Services, Access Control, Endpoint Management). * Knowledge of RPA, Data, Machine Learning, and Artificial Intelligence. * Certifications in ITIL, COBIT, ISO 20000, ISO 27001, ISO 22301, ISO 9001; * Knowledge of PCN; * Project Management knowledge; * Cloud — OCI/AWS; 2512120202501916417