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Systems Incident Analyst #HiringNow in #Columbus, Georgia #jobseekers #HiringNow in #Columbus, Georgia #jobseekers

Spread Your Wings

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We are the Duck. We inspire and are inspired, listen and respond, empower our people, give back to our community and, most importantly, celebrate every success along the way. We do it all – The Aflac Way.

Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of America’s best-known brands. Aflac has been recognized by Fortune magazine as one of the 100 Best Companies to Work For in America for 20 consecutive years, one of the Best Workplaces for Millennials in 2015 (the inaugural year of the award) and one of America’s Most Admired Companies for 18 years.

Our business is about being there for people in need. So, ask yourself: Are you the Duck? If so, there is a home and a flourishing career for you at Aflac.

The Company

Aflac

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The Location

Columbus, GA

The Division

Information Technology

The Opportunity

Systems Incident Analyst

Job Summary

Responsible for ensuring that incidents with potential or actual significant impact to the business are dealt with efficiently and with minimum disruption to the business or operations. Will support other IT Service Management processes within Digital Services, particularly Event Management, Change Management and Problem Management. This role will implement major incident management processes to include incident identification, ownership, escalation, and resolution. This position will work with technical and non-technical staff managing major incident resolution and utilizing standard methodologies to ensure that affected parties receive timely communications. Will be responsible for establishing Standards and Procedures that maximize operations responses to encountered incidents and minimize service availability interruptions.

Principal Duties & Responsibilities

Communicates with all levels of management regarding Priority 1 and Priority 2 Major Incidents

Supports rotating on-call support for Major Incidents (247)

Performs initial Priority assessments and mediate Priority assessment disputes for Major Incidents

Drives Major Incidents through to resolution

Facilitates on Major Incident conference bridges and takes responsibility for ensuring that the information shared on the bridge is clear and concise

Ensures communications are sent to stakeholders at regular intervals and within expected timeframes

Identify areas requiring improvement from a procedural, technical or cultural perspective, capturing these issues and progressing them via a Post Incident Review or other channels as appropriate

Recording a detailed chronology of the incident for use in post incident reviews and for Root Cause Analysis

Develops strong reciprocal relationships with key partners across the company and represents the Digital Command Center in multi-functional teams

Ensures the correct resources are working on the resolution of major incidents appropriate to the severity, and identifies when escalation is required and triggers such escalation accordingly

Acts as a liaison between the department and other departments and/or divisions; facilitates collaborative efforts particularly on initiatives that involve shifting of customer-facing support to the IT Service Center or to self-service

Identify and implement service efficiencies to reduce operational expenses

Develop new and leverage existing tools, dashboards, and Application Performance Management technologies to improve responsiveness and/or introduce automation to improve customer experience

Serves as the subject matter expert in performing complex support of most customer products; works on projects as a project team member or lead, and may participate in project planning and requirements

Contribute to design and development of the Incident Management process, including making recommendations on tooling requirements and reports

Participates in the development and communication of solutions for client service improvements, including but not limited to documenting instructions, process improvements, solutions, technical articles, white papers, and proposals

Leads or facilitates team-based improvement projects; acts as liaison, coordinating activities and resolving issues between teams, departments, divisions, agencies, vendors, etc. in an attempt to maintain effective working relationships, correct discrepancies, and resolve issues that develops from day-to-day operations; communicates customer needs, inquiries and deficiencies to management, and makes recommendations to improve services

Maintain team portal and SharePoint pages to ensure information provided to the company is accurate and succinct

Assists and monitors the support of the department’s daily workflow, outage communications and alerts

Possesses and applies expert knowledge of operational principles, practices and procedures, and operates as the subject matter expert with substantial latitude for independent action or decision making regarding the day-to-day services provided to the business unit or operational functions and team processes; interprets and applies division and organizational policies and procedures, and recommends changes or enhancements to procedures or processes

Performs other duties as required

Education & Experience

Bachelor’s Degree in Computer Science, or Information systems or related field

Four years of experience in a IT or technology related field, Working knowledge of basic to complex hardware and software products, problem solving, and trouble shooting skills, Knowledge of the latest technologies obtained by attending training and conferences, knowledge of Aflac’s products/services and systems, Or an equivalent combination of education and experience

ITIL Certification (preferred)

Job Knowledge & Skills

Excellent oral, written and interpersonal communications and team facilitation skills to effectively interact with management, and internal and external customers

Assertiveness: Must be able to step in and speak up to control the path of investigation. This includes ability to advocate a position when challenged and not allow advanced positions to influence the path of investigation other than in accordance with best practice and group policies and procedures

Flexibility to continually work under changing and different work scenarios

Ability to work under pressure

Distributed Processing – Intermediate

Mainframe Computing – Basic

Data Standards – Intermediate

Project Management Tools – Basic

Microsoft Office – Intermediate

SharePoint – Intermediate

New Business Processes – Intermediate

Troubleshooting – Intermediate

Change Management – Basic

Incident Management – Intermediate

Ownership & Initiative – Intermediate

Problem Management – Basic

Monitoring Tools & Technologies – Basic

Community Collaboration – Basic

Data Trend Analysis and Interpretation – Intermediate

Performance Analysis and Forecasting – Basic

Statistical Analysis – Basic

Core Competencies

Action Oriented, Customer Focus, Adaptability, Listening, Ethics and Values, Integrity and Trust

Functional Competencies

Approachability, Decision Quality, Intellectual Horsepower, Presentation skills, Written Communications, Functional/Technical Skills, Planning, Technical Learning

The Benefits

Aflac is known for treating our employees exceptionally well. As one of the leaders in the insurance industry, we are able to offer one of the most comprehensive health benefits packages available in corporate America, including free coverage from one of our pioneering insurance products, the Aflac Cancer policy. Our employees also enjoy a host of other benefits, including advancement opportunities, opportunities for continued education and professional development, merit increases and performance bonuses, profit-sharing 401(k), stock purchase plans, and many more.

Title: Systems Incident Analyst

Location: null

Requisition ID: ********

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