IT Service & Incident Analyst II - Remote

Overview

The IT Service & Incident Analyst II plays a crucial role in managing incidents, changes, and problems within the IT service framework, ensuring minimal impact on client services.

In Short

• Perform Incident Management, Change Management, and Problem Management.
• Collaborate with internal technical resources for incident resolution.
• Create and manage post-incident analyses and reports.
• Engage with level 3 technical support and management for escalations.
• Coordinate with teams to resolve incidents impacting client services.
• Assess incidents for formal root cause analysis.
• Ensure compliance with change management processes.
• Participate in continual service improvement processes.
• Provide technical feedback to clients.
• Maintain product catalog in line with business requirements.

Requirements

• Bachelor's Degree in Computer Science or relevant experience.
• Minimum 2 years of relevant experience.
• ITIL Foundations certification preferred.
• Ability to analyze various factors in problem-solving.
• Strong communication skills for internal/external relationships.

Benefits

• Equal opportunity employer.
• Access to a global network of professionals.
• Innovative work environment in payments technology.
• Opportunities for personal and professional development.