Job Description

As the Client Incident Management Senior Analyst, you will be responsible for creating clear, client-facing written communications regarding technology outages and escalated issues. You will collaborate with internal business partners to influence company-wide process improvements and work with external clients to communicate root cause analyses, preventative measures, and outage trends. This role also involves maintaining team trackers and metrics to support qualitative and quantitative insights for process improvements.

Qualifications:

• Minimum 2 years of work experience
• Intermediate technology competency
• Bachelor’s degree in Technology, Business, Communications, or related discipline preferred
• Strong interpersonal, written, and verbal communication skills
• Self-motivated with ability to work independently
• Ability to work flexible hours, including 24x7 coverage

Nice to Have:

• Experience with ServiceNow
• Familiarity with Tableau

Responsibilities:

• Draft client-facing communications in business-friendly language for outages
• Maintain dashboards, trackers, and notes for all events
• Participate in calls to assess client impact and communicate updates
• Contribute to continuous process improvement initiatives
• Facilitate and/or participate in meetings supporting Client Event Management services

What’s In It For You:

• Weekly Paychecks
• Opportunity to work on high-impact client communications and process improvement initiatives
• Collaborative environment with exposure to technology and business teams

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