The Incident & Problem Management Sr. Analyst will be responsible for ensuring a cohesive Incident and Problem management practice for Inspire Shared Services. The role will serve as the Incident Commander and will lead the Major Incident process for Inspire Shared Services focusing on E-commerce and Infrastructure platforms. The role will be responsible for engaging and triaging Major Incidents to the proper team. The role will also be responsible for communicating status reports to Senior Leadership through Incident completion. Outside of Major Incident, the role will also manage the Problem Management practice. Driving long-term Incident reduction through root cause analysis and Problem management while leveraging best practices according to the ITIL framework. Working with Stakeholders to drive Problems to resolution.

The role will report directly to the Manager of IT Service Management.

RESPONSIBILITIES

• Identify and classify Problems and their root causes and provide timely resolution to prevent recurring Incidents.
• Identify and manage current Problem tickets while driving Problems to proper resolution.
• Collaborate with appropriate subject matter experts to investigate and diagnose Problems and determine root causes.
• Leverage Major Incident Process to assemble technical resources needed to restore service when disruptions occur. 
• Manage the communication process during outages that affect key P1 systems. 
• Lead triage efforts on major Incident technical communication bridge during system wide outages and disruptions and ensure key resources are working toward service restoration. 
• Drive Root Cause Analysis through effective collaboration with internal/external business teams, internal technical teams and vendor partners when outages occur.
• Collaborate closely with end-users, management, vendors, and IT personnel to provide timely major Incident status.

• Maintain a knowledge base repository and ensure quality procedures and solutions are available to the staff.

EDUCATION AND EXPERIENCE QUALIFICATIONS

• 4 Year Degree and/or Bachelor’s degree in computer science, Management Information Systems, or related field.
• ITIL Certification or relevant experience.
• ServiceNow Certifications or relevant tool experience.
• Experience with ITSM tools and solutions; ServiceNow desired
• A minimum of 3 years' experience in a medium-to-large-sized enterprise environment.
• 3+ years in depth experience defining, implementing, and improving ITSM processes
• 3+ years of experience in IT Service Management process design focused on Incident, Problem, and Major Incident Management

KNOWLEDGE, SKILLS AND ABILITIES

• Understanding of the principles of Incident and Problem Management as an ITIL/ITSM management practice area.
• Firm understanding of three lines of defense model, preferably amongst Multi-branded Shared Services Environment.
• Experience with communicating professionally with customers and senior leadership, verbal and written.
• Process design expertise and process excellence focused.
• Ability to influence others at all levels of an organization with proven leadership skills.
• Experience with service management software such as Service Now.
• Able to remain calm and stay focused under high stress situations.
• Ability to influence others at all levels of an organization with proven leadership skills.
• Ability to demonstrate strong project management skills including, ability to coordinate and balance multiple projects in a time-sensitive environment, under pressure, and meeting deadlines.
• Must be a self-starter and comfortable operating independently and be able to navigate with autonomy, provide updates on progress, prioritize multiple concurrent tasks, demonstrate flexibility and seek to clarity/help in the event of roadblocks.
• Understanding of the Agile methodology.
• Able to commit to working non-standard hours on occasion.
• Able to perform in high stress situations.

 

Inspire is a multi-brand restaurant company whose portfolio includes more than 33,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide.

We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.