The role of the Incident Management Analyst is to monitor and drive resolutions to critical issues that affect the availability and performance of Paycom systems for our clients. As an Incident Management Analyst, you will organize and manage all efforts and processes for critical issue discovery, remediation, and documentation, as well as communicate with executive level stakeholders.RESPONSIBILITIES
Assist senior team members during incidents, and assist in all documentation efforts
Provide strong communication and workflows for incidents deemed less critical
Utilize team owned change management tracking system and build reporting for business units
Shadow NOC and SOC employees and ensure they are knowledgeable on escalation processes
Work team tickets and ensure SLAs are met
Assist in evaluating the severity of all incidents and coordinate response efforts
Assist in all communication efforts during incident responses
Assist in leading post-incident reviews and create proper documentation of incidents. Follow-up to ensure all suggested improvements are evaluated and implemented
Advocate for strong monitoring, alerting, and communication efforts for all Paycom technologies
Performs additional duties and assignments as requested
QualificationsEducation/Certification:
Bachelor’s degree
Experience:
2+ years of related experience in the Information Technology industry
Skills/Abilities:
Effective troubleshooting steps across a wide range of technologies
Knowledge of escalation procedures and the ability to act upon them in a high stress situation
Basic understanding of enterprise change management platforms and their purpose
Participation in, and management of on-call rotations
Microsoft Server OS configuration and maintenance
Collaboration and communication tools
Document management and ability to clearly articulate in depth technical concepts on incident reports
A working understanding of technical terminologies to effectively communicate with SMEs
Proficient in preparing clear, accurate, and appropriate communication
Excellent on-the-fly communication skills, both written and verbal
Strong organizational skills
Work for extended time at keyboard/terminal
Maintain effective working relationships with supervisor and coworkers
Work flexible hours, including weekends and evenings
Paycom is an equal opportunity employer and prohibits discrimination and harassment of any kind. Paycom makes employment decisions on the basis of business needs, job requirements, individual qualifications and merit. Paycom wants to have the best available people in every job. Therefore, Paycom does not permit its employees to harass, discriminate or retaliate against other employees or applicants because of race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, military and veteran status, age, physical or mental disability, genetic characteristic, reproductive health decisions, family or parental status or any other consideration made unlawful by applicable laws. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation benefits, and separation of employment. The Human Resources Department has overall responsibility for this policy and maintains reporting and monitoring procedures. Any questions or concerns should be referred to the Human Resources Department. To learn more about Paycom's affirmative action policy, equal employment opportunity, or to request an accommodation - Click on the link to find more information: paycom.com/careers/eeoc