Service Management Analyst 2 - Major Incident Management

What success looks like in this role:

Senior service management analyst is responsible for overseeing and analyzing the performance of Major Incident Management process and service operations. Plays an important role in meeting service level agreements and achieving a high level of customer satisfaction.

• Serves as the primary contact for inquiries and concerns related to Major Incident Management process for simple to moderately complex clients

• Leads bridge meetings for major incidents, ensuring a seamless and highly collaborative environment. Takes charge to guarantee that each meeting is a well-coordinated effort towards quick incident resolution

• Maintains high standards of communication when sending updates to client management

• Delivers regular reports and activity updates to client and management with transparency and clarity

• Ensures that the incident hygiene is maintained at high level

• Manages client relationships with a focus on adhering to contractual service support requirements

• Leads quality assurance initiatives and drives process improvements that meet industry standards

• Conducts impactful documentation training sessions to elevate the skills and proficiency of the entire team

Please not that this role requires work on weekends

You will be successful in this role if you have:

• Bachelor's Degree and a minimum of 4 years of relevant experience
• Certifications
  • Required: ITIL v4 Foundation
  • Desired: ITIL v4 Managing Professional (MP)
• Experience with ITL and other service management methodologies
• Ability to handle work alone with minimal direction
• A good understanding of process KPIs and ability to report on them
• Excellent communication skills in English

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.