New

Major Incident Analyst

Spectraforce Technologies
remote work
United States, Minnesota, Maple Grove
Aug 19, 2025
Title: Major Incident Analyst Location: Maple Grove, MN, Chicago, IL (Onsite 4 days a week) Duration: 12 months Description: Primary Job Function The Major Incident Analyst will be contracted for approximately one year, with potential to apply for a full-time position if available. The role is based in Maple Grove, Minnesota, with possible seating in Chicago headquarters. Candidates may work remotely one day per week, with case-by-case exceptions. Responsibilities Log into the phone system at the start of each shift. Receive and manage incoming calls reporting outages or production issues. Rotate escalations among team members. Open and manage bridge calls during major incidents. Coordinate with support teams to restore services. Cover two holidays per year and participate in weekend rotations. Required Skills Excellent written and verbal communication. Leadership in managing bridge calls with 20+ participants. Active listening and comprehension. Strong problem-solving and decision-making abilities. Minimum Education Bachelor's degree in information technology or similar area; or equivalent work experience. Minimum Experience/Training 3 Years Preferred Experience Familiarity with ServiceNow ITSM tool. Fast and accurate typing skills. Broad understanding of IT services and infrastructure dependencies. Bachelor's degree in IT or equivalent experience. ITIL certifications are considered. Interview Process Initial interview conducted by the team lead. Secondary interview with the manager and co-lead. Mix of in-person, video, and phone formats. Candidates are reviewed and scheduled via Fieldglass. Work Environment 40-hour work week, 8-hour shifts. Weekend rotation every four weeks with 12.5-hour shifts. Holidays are on a rotational schedule too. Remote work allowed one day per week. No travel required.