The Incident & Problem Management Analyst will ensure a cohesive incident and problem management practice for Inspire Shared Services. The role will lead the Major Incident process for Inspire Shared Services focusing on E-commerce and Infrastructure. The role will be responsible for engaging and triaging Major Incidents to the proper team. The role will also be responsible for communicating to Senior Leadership status reports to incident completion. Outside of Major Incident, the role will also manage the problem management practice. Driving the long-term incident reduction through root cause analysis and problem management while leveraging best practices according to the ITIL framework. Working with Stakeholders to drive problems to resolution.

The role will report directly to the Manager of Incident and Problem Management.

RESPONSIBILITIES

Identify and classify problems and their root causes and provide timely resolution to prevent recurring incidents. Responsible for identifying and managing of current problem tickets as well as driving the problem to proper resolution.Investigate and diagnose problems using relevant subject matter experts to assess and analyze root causes.Coordinate process and resources to resolve outages and systemwide problems.Manage process for communicating outage/emergency activities to the organization.Triage technical communication bridge during outages and systemwide problems to ensure key resources are working towards resolution. Drive Root Cause Analysis by working with internal/external business and technical teams when outages occur once the system is stable.Interacts and communicates with end-users, management, vendors, and IT personnel incident status in a timely manner.Maintain knowledgebase repository and ensure quality procedures and solutions are available to the staff.

EDUCATION AND EXPERIENCE QUALIFICATIONS

Bachelor's degree in Computer Science, Management Information Systems, or a related field. Minimum of 3 years' experience in a medium to large-sized enterprise environment.3+ years in-depth experience defining, implementing, and improving ITSM processes3+ years of experience in IT Service Management process design focused on Incident, Problem, and Major Incident Management

KNOWLEDGE, SKILLS AND ABILITIES

Understanding of the principles of the Incident and Problem Management as an ITIL/ITSM management practice area.Firm understanding of three lines of defense model, preferably amongst Multi-branded Shared Services Environment.Experience with communicating professionally with customers and senior leadership, verbal and writtenProcess design expertise and process excellence focused.Ability to influence others at all levels of an organization with proven leadership skills.Experience with service management software such as Service Now.

 

Inspire Brands is a multi-brand restaurant company whose portfolio includes more than 32,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide.

We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.