Our client is currently seeking an Incident Management Analyst

Incident Management Analyst

Location: Southlake, TX (Primary) or Phoenix, AZ (Secondary)

Work Model: Hybrid (4 days on-site, 1 day remote of the candidate's choice)

Duration: 12+ Months (Contract to hire/ Extend)

About the job

• We are seeking an Analyst to support the Incident Command Team (ICT) within Infrastructure & Operations. This is an analytical (not administrative) role focused on hardware and software-related incidents. You will play a critical part in connecting postmortem and problem investigation activities to the remediation work that follows by evaluating, tracking, and reporting on assigned action items.
• In this role, you will help ensure that actions tied to root causes, contributing factors, and service improvement opportunities are captured, meaningful, measurable, and effective in mitigating or eliminating the risk of recurrence. You will act as a partner to Action Owning teams, project managing the action items to ensure complete follow-through on remediation plans.

Responsibilities

• Evaluate postmortem, Incident Root Cause Review (IRCR), and Problem Investigation (PBI) action items to determine whether they address root cause, contributing factors, or service improvement opportunities.
• Track action items across Jira and problem management tooling, actively monitoring progress, due dates, ownership, and completeness against the original remediation intent.
• Prepare accurate reports and dashboards on status, aging, coverage, and remediation efficacy to support analysis, trend identification, and process improvement.
• Partner with Problem Coordinators, Incident Commanders, and engineering teams to validate action item closure and identify accountability gaps, such as missing owners or due dates.
• Identify themes across incident and problem data to surface systemic risks and recommend improvements to remediation quality and process consistency.
• Support the adoption of automation and AI-enabled tooling to reduce manual tracking and improve the timeliness and reliability of action item reporting.
• Contribute to data quality reviews and reporting standards that reinforce consistent, defensible documentation.

Minimum Requirements:

• 1-2 years of experience in technology operations, incident/problem management, incident reviews, or remediation tracking.
• Experience or exposure to Problem Management and Risk Management.
• Experience using Jira as a main tracking tool.
• Solid technology aptitude and an understanding of IT operations and the incident/problem management lifecycle.
• Excellent communication skills, including the ability to translate technical details into clear, audience-appropriate reporting.

Preferred Qualifications:

• AI fluency, including exposure to or interest in applying AI agents and automation to assist with incident review, reduce manual toil, and improve reporting reliability.
• Strong analytical skills to evaluate remediation quality and effectiveness against stated root causes.
• Experience with ITSM tooling (such as Helix/Remedy) and Confluence.
• Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint) and an understanding of data visualization tools such as Power BI.
• Working knowledge of Agile and Kanban methodologies.
• ITIL Foundations certification or equivalent process knowledge.

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