ITSM - Incident analyst/manager

My client, a leading software company are looking for an incident analyst/manager with automotive experience.

This role requires someone onsite 1 or 2 days a week in Crewe, UK. The Salary range is up to £80,000 per year

Job description :

• Incident management facilitating timely resolution of customer IT issues within agreed SLA targets including escalation, communication, and coordination with internal and external parties.
• Developing and documenting Incident processes and protocols.
• Uses 8D methodology to investigate and resolve incidents. Produces regular Incident summary reports for purposes of communication.
• Availability Management - ensure that services and underlying infrastructure are available in alignment with both business need and contractual obligations of suppliers. Communicate service status / issues to connected car service stakeholders.
• Development of a knowledge base for internal and external support teams which increases FTF (First Time Fix) rate of Customer issues and implementation of process improvements from lessons learnt
• Prior experience of Incident and other ITSM processes
• Strong knowledge on Service Now - mainly in Problem, Change, Major Incident and Reporting modules.
• Excellent leadership skills and ability to collaborate with team members.
• Strong problem solving, analytical, and time management skills.
• Ability to work to deadlines including attention to detail and multitasking skills

Skills needed:

• Previous experience in Automotive industry
• Quickly understanding customer issues from a business impact perspective, draw logical conclusions, make sensible suggestions that meet both the strategic direction and customers' needs and engage other vendors/ suppliers to support.
• Responsible for assessing situations, making appropriate interventions, managing resolution activities, and communicating this to both technical and non-technical stakeholders both within the company, Client and 3rd Parties.
• Ensure major incidents are managed effectively, managing the expectations for stakeholders, and acting as a point of contact for business areas using language understood by those stakeholders.
• Manage and report on core ITSM processes such as Incident, Problem, Change, Service Level management.
• Subject Matter Expert (SME) in the specific process area, representing the process to all stakeholders, reporting on performance, and developing recommendations for continual service improvement.
• Supporting and nurturing process improvements and knowledge base improvements
• Contributing to the objectives of the wider Service Management and Operations team.

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