New

Incident Process Analyst

TEKsystems
$45.00 - $49.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, South Carolina, Greenville
Oct 28, 2025
Description Qualifications: 5+ years of experience in IT Service Management or Incident Management in a large enterprise. Strong understanding of ITIL practices, especially Incident, Problem, and Change Management. Understanding of how Infrastructure, Networks and Data Centers in an enterprise environment work. Ability to create and manage a backlog of improvement topics, including required effort, timing, and priority Ability to lead a transverse group of resources to investigate root cause and follow up actions Communicate with users and Incident resolvers to create a plan to make sure the problem does not occur again. Demonstrates experience in leading Change Management processes, including assessing risk, coordinating change approvals, and ensuring successful implementation with minimal disruption. Proven ability to manage high-pressure situations with multiple stakeholders. Excellent communication and facilitation skills, both written and verbal. Must have great soft skills - communication, problem solving, analytical minded. Nice to have: IT Project Management Experience Familiarity with CAB (Change Advisory Board) procedures and post-change validation is a plus. Experience with ServiceNow or another ITSM Tool (Remedy or equivalent) Lean or Agile experience, for backlog management, sprints and retrospectives. Bachelor's degree in a related field Day to Day: Lead and coordinate the end-to-end management of P1 incidents, ensuring swift resolution and minimal business impact by being the liaison between the tier support teams responding to the incidents, as well as the after-actions to ensure the incident will not happen again Provide real-time updates to executive leadership and impacted stakeholders throughout the end-to-end lifecycle. Ensure incident documentation is complete, accurate, and updated in the ITSM system Drive post-incident reviews (PIRs) to identify root causes, lessons learned, and preventive measures. Take leadership in Problem Management to ensure follow-up actions are tracked and resolved. Making sure that reoccurring problems are resolved so that there is not an issue again. Experience Level Intermediate Level Pay and Benefits The pay range for this position is $45.00 - $49.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Greenville,SC. Application Deadline This position is anticipated to close on Nov 7, 2025. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.