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Entergy · 2 weeks ago

IT Incident & Problem Management Analyst

New Orleans, LA

Full-time

Hybrid

Entry, Mid Level

2+ years exp

Entergy is a utility company seeking an IT Incident & Problem Management Analyst to join their Operational Governance and Execution department. The role involves analyzing IT incidents, collaborating with service delivery teams, and improving operational efficiency through data-driven insights and reporting.

Electrical DistributionEnergyMarketingPower GridRetail TechnologyTrading Platform

No H1B

Responsibilities

Analyze IT incident and service request tickets for patterns and trends of issues across various IT Service Delivery areas

Investigate recurring system and / or latent organizational deficiencies that could be leading to issues. Provide critical reviews of documented root cause analysis (RCA) to ensure valid and complete details are documented

Prepare and present reports on incident trends, problem management insights, and system performance to IT leadership

Collaborate with IT Service Delivery teams to seek permanent resolutions to recurring incidents and problems, thereby improving IT operational efficiencies

Identify, track and report human performance errors contributing to unplanned incidents, providing recommendations for improvement

Maintain documentation of problem resolutions, corrective actions, and lessons learned

Utilize ITSM tools to track and manage incidents and problem tickets effectively

Contribute to continuous improvement initiatives in IT service management

Qualification

IT Incident ManagementIT Problem ManagementRoot Cause AnalysisITSM ToolsAnalytical SkillsCommunication SkillsProblem-Solving AbilitiesAttention to DetailCollaboration Skills