IT Incident Analyst

KGPCo is the go-to partner to Communications Service Providers. Our customers rely on our extensive range of network solutions and services to help them build, maintain, and transform networks that connect the world.

The communications industry is evolving every day and we are at the frontline of these innovations. From ground to cloud, the work we do is transforming networks and impacting communities nationwide. It's work that happens because of our motivated teams of doers and problem solvers.

Our Core Values define how we do business:
* The Customer is Everything.
* Relationships Matter. All of Them.
* Question Things. Take Action.
* Work Hard. Work Smart. Enjoy the Experience.
* Growth Mindset.

It's not just a job - it's a step in your career!

SUMMARY

The IT Incident analyst is responsible for providing operational support to the KGPCo incident management process. They must be highly motivated, independent, and able to perform a wide variety of tasks that are critical to solving problems that may negatively affect the business.

ESSENTIAL DUTIES & RESPONSIBILITIES

Provide direction, leadership, and oversight on major, usually unplanned, incidents that affect the ability to deliver IT services to the business.
• Own (review, update and publish) the official KGPCo IT Major Incident Process and ensure adherence to the procedures.
• Ensure incidents are recorded, their resolutions meet expectations, and necessary follow-up is executed to prevent future occurrences.
• Develop and maintain detailed incident management plans including tasks, timelines, and activities.
• Conduct regular incident management meetings and provide incident tracking and analysis.
• Define incident escalation paths for various products/services/technologies.
• Act as a trusted advisor, build and maintain relationships within IT and other business units to develop a clear understanding of business needs.
• Recommend and direct actions to analyze and solve problems.
• Provide timely and accurate status updates, keep leadership informed of key issues that may impact incidents, scope, and/or budget and interface with all areas affected by incidents.
• Utilize ITSM industry standards to effectively support the incident management process.

SAFETY DUTIES & RESPONSIBILITIES

• Adhere to, promote, and accept responsibility for compliance to Federal and Local Occupational Safety and Health Regulations, Industry Consensus Standards, and KGPCo Injury and Illness Prevention Program Manual.
• Participate in job site safety and hazard analysis.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

EDUCATION and/or EXPERIENCE

• Bachelor's degree, or equivalent experience.
• At least five (5) years of experience in IT, including experience with incident management.
• Ability to define problems, collect data, establish facts, and draw valid conclusions and effectively adapt to rapidly changing technology.
• Strong process orientation; ability to manage details yet not get bogged down.
• Consistent follow-through skills and work habits
• Strong meeting management skills
• Effective communications and negotiations skills
• Must be able to work independently and as a member of a team, as well as work with confidential material and information.
• Occasional travel up to 5%
• ITIL 4 Foundation Certification desired, but not required.

REQUIRED SKILLS

• Ability to read and understand basic instructions, short communications, and memos; draft simple written correspondence; and effectively communicate in one-on-one or small group settings with customers, clients, and colleagues.
• Proficiency in adding, subtracting, multiplying and dividing. Capable of performing calculations involving American currency and standard units of weight, volume, and distance.
• The ability to follow written, verbal, or diagram-based instructions and solve problems involving concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

While performing the duties of this position, the employee is regularly required to listen and speak. The employee frequently is required to sit, use their hands to handle, touch, or feel objects, tools, or controls, and reach with their arms and hands.

Specific vision abilities required by this position include close vision, color vision, peripheral vision and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

BENEFITS

• Medical, Dental, Vision and Supplemental insurance plans
• Flexible Spending Accounts
• 401(k) with Company match
• Generous vacation, holiday, and sick/safe time
• Pet insurance for our non-human family members

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.