Service Desk Analyst providing technical support for Action for Children staff and partners. Involved in incident management, service request fulfillment, and user account administration.
About the role
- Problem Management Service Analyst driving investigations for major incidents. Collaborating with Digital Product and Engineering teams to enhance product reliability and resilience.
Responsibilities
- Drive enterprise problem investigations arising from major incidents and proactive analysis, working in close partnership with Digital Product and Engineering teams to identify true root causes and prevent recurrence.
- Analyze incidents, problems and availability data to identify systemic risks, recurring failure patterns, and reliability gaps, translating insights into actionable improvement opportunities for Digital Products.
- Partner with Digital Product and Engineering teams to strengthen service resilience, including improvements to monitoring, alerting, recovery, and preventative controls that reduce customer impact.
- Use learnings from problem investigations to influence improvements in automated service restoration and operational readiness, maintaining a strong focus on availability outcomes.
- Contribute to Major Incident Management and Retro activities when required, providing investigative insight, historical context, and problem-oriented thinking during high severity events.
- Continuously improve problem management practices, tooling, and ways of working, partnering with Digital Product and Engineering teams to embed learning and prevention and drive meaningful, lasting change.
Requirements
- Minimum 2 years’ experience in Problem Management, Incident Management, or Service Operations role within a production operations or service environment.
- Hands-on experience with ServiceNow for Problem and Incident management
- Demonstrated experience driving structured problem investigations for major or high impact incidents, including root cause identification, documented causal analysis, and driving corrective or preventative actions through completion.
- Experience using data visualization or reporting tools (e.g., Power BI, ServiceNow)
Benefits
- Health insurance
- 401(k) matching
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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