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EntergyEnergy and Utilities
IT Incident & Problem Management AnalystFull-Time
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Job Description
Job Summary/Purpose: The Operational Governance and Execution department is seeking a highly motivated and analytically driven individual with experience in IT Problem Management, IT Incident Management and Human Performance analysis. The ideal candidate will be a process-oriented, data-driven individual with skills to analyze IT Incident tickets and provide meaningful reports identifying trends and patterns of System Incidents and can collaborate with Service Delivery teams in deploying permanent resolutions. The candidate would also be part of the IT Problem Review and Management processes to identify gaps in service delivery, including potential Human Performance weaknesses. This role requires strong analytical skills, a questioning attitude and a strong desire to continuously seen operational efficiency improvements being achieved. The role requires active communication with leadership and providing insights into IT operational health.
Job Duties/Responsibilities
- Analyze IT incident and service request tickets for patterns and trends of issues across various IT Service Delivery areas.
- Investigate recurring system and / or latent organizational deficiencies that could be leading to issues. Provide critical reviews of documented root cause analysis (RCA) to ensure valid and complete details are documented.
- Prepare and present reports on incident trends, problem management insights, and system performance to IT leadership.
- Collaborate with IT Service Delivery teams to seek permanent resolutions to recurring incidents and problems, thereby improving IT operational efficiencies.
- Identify, track and report human performance errors contributing to unplanned incidents, providing recommendations for improvement.
- Maintain documentation of problem resolutions, corrective actions, and lessons learned.
- Utilize ITSM tools to track and manage incidents and problem tickets effectively.
- Contribute to continuous improvement initiatives in IT service management.
About Entergy
Orleans ParishCompany ProfileEntergy exists to grow a world-class energy business that creates sustainable value for our four stakeholders.
• For our customers, we create value by constantly striving for reasonable costs and providing safe, reliable products and services.
• For our employees, we create value by achieving top-quartile organizational health, providing a safe, rewarding, engaging, diverse and inclusive work environment, fair compensation and benefits, and opportunities to advance their careers.
• For our communities, we create value through economic development, philanthropy, volunteerism and advocacy, and by operating our business safely and in a socially and environmentally responsible way.
• For our owners, we create value by aspiring to provide top-quartile returns through the relentless pursuit of opportunities to optimize our business.
Website
entergy.com/Social Media
