Service Management Analyst 3 - Major Incident Manager

What success looks like in this role: A service management analyst is responsible for providing day to day support for Major Incident Management process and service operations. They play an important role in ensuring that major incidents are resolved quickly and effectively, minimizing disruption to business operations. Key Responsibilities: Provides capture support for Major Incident Management processes and engages with ESM Practice members and internal colleagues to coordinate service activities. Gathering information about the incident. Assist with assessing the business impact. Documenting the root cause of the incident. Coordinating with resolver teams. Communicating with stakeholders throughout the resolution process. Collaborates with Service Management team members to provide clients with best-in-class support. Provides accurate information to clients and escalates complex issues through the standard escalation process. Contributes to the development and maintenance of MIM documentation. Participates in process-related meetings for engagements and steps in to facilitate the meeting in the absence of senior associates. Demonstrates willingness to learn new skills and implement them in job duties. Please note that this role requires work on weekends. Qualifications: You will be successful in this role if you have: Bachelor's Degree and a minimum of 2 years of relevant experience. Certifications (Preferred: ITIL v4 Foundation). Experience with ITIL and other service management methodologies. Ability to work independently and as part of a team. Strong communication skills in English. #J-18808-Ljbffr