Get Involved: Information Technology - Analyst Support

Analyst Support

Description:

Collaborate on root cause analysis (RCA) activities with technical team members to provide permanent fix recommendations to technology that prevents future incidents.

 

Responsibilities & Activities:

• Align incoming incidents with existing problems, or create new problem records after analysis of incident alignment. 
• Drive problem investigation and ensure corrective actions are identified and implemented.
• Analyze work streams to ensure timely resolution and progress of long-term action plans.
• Participate in regular quality assurance reviews and contribute to the development and enhancement of problem management processes and tools.

Time Commitment:

This will be aiding in the implementation of several ITIL practices, but 1 business day every week or every other week would be preferred while we onboard new practices.

Licenses, Certifications, and Safety:

• A Bachelor's degree or equivalent experience in Computer Science, Information Technology, or a related field, with at least 3 to 5 years of experience in a support/operations environment.
• Preferred, not required - ITIL Foundation Certified, with preference for candidates holding intermediate certifications or Lean/Six Sigma certification.
• Strong analytical and problem-solving skills, with experience in root cause analysis methods.
• Excellent communication skills, capable of effectively interacting at all levels of IT management.
• Experience with IT Service Management tools like FreshService, and familiarity with Incident, problem, Request, and Change Control procedures.
• Ability to work on complex projects, with a proactive and responsible approach to recommendations and decision-making.

Volunteer Benefits:

Assist IT in enhancing the value delivered to each department within the City, and Intergovernmental Agencies, such as Poudre Fire, Poudre Library, Downtown Development, and Housing Catalyst.

Location:

215 N Mason

Interests:

Admin - Admin/Data

Skills:

Data Analysis/Statistics