The role of the Incident Management Analyst is to monitor and drive resolutions to critical issues that affect the availability and performance of Paycom systems for our clients. As an Incident Management Analyst, you will organize and manage all efforts and processes for critical issue discovery, remediation, and documentation, as well as communicate with executive level stakeholders.

　　RESPONSIBILITIES

　　Assist the team in maintaining strong incident response plans for critical enterprise incidents

　　Monitor team ticket queues and ensure SLAs are met

　　Take charge of communication and remediation efforts during assigned incidents

　　Track technology changes and ensure quality communication of those changes to business units

　　Shadow NOC and SOC employees and ensure they are knowledgeable on escalation processes

　　Assist in evaluating the severity of all incidents and coordinate response efforts

　　Accept projects and tasks from leadership and meet deadlines

　　Act as the point of contact for incident stakeholders when on an assigned incident

　　Coordinate and ensure correct resources and subject matter experts are assigned and involved during incidents

　　Assist in leading post-incident reviews and create proper documentation of incidents. Follow-up to ensure all suggested improvements are evaluated and implemented

　　Advocate for strong monitoring, alerting, and communication efforts for all Paycom technologies

　　Performs additional duties and assignments as requested

　　Qualifications

　　Education/Certification:

　　Bachelor’s degreeExperience:

　　3+ years of related experience in the Information Technology industryPREFERRED QUALIFICATIONS

　　Experience:

　　Incident management experience within an enterprise environmentSkills/Abilities:

　　Documenting incidents and providing executive summaries

　　System administration of modern Windows OS

　　Experience interacting with an enterprise change management platform

　　Operating in an environment with escalation procedures

　　Scripting languages such as PowerShell or Python and utilizing them for task automation

　　Functional understanding of all pieces of an enterprise technology stack

　　Defining severity of incidents

　　Working across departmental borders and building formal and informal networks

　　Collaboration and communication tools

　　A working understanding of technical terminologies to effectively communicate with SMEs.

　　Alerting and communication technologies leveraging apps, email, SMS, and push notifications

　　Proficient in preparing clear, accurate, and appropriate communication

　　Excellent on-the-fly communication skills, both written and verbal

　　Strong organizational skills

　　Troubleshooting across multiple technologies

　　Work for extended time at keyboard/terminal

　　Maintain effective working relationships with supervisor and coworkers

　　Work flexible hours, including weekends and evenings

　　Paycom is an equal opportunity employer and prohibits discrimination and harassment of any kind. Paycom makes employment decisions on the basis of business needs, job requirements, individual qualifications and merit. Paycom wants to have the best available people in every job. Therefore, Paycom does not permit its employees to harass, discriminate or retaliate against other employees or applicants because of race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, military and veteran status, age, physical or mental disability, genetic characteristic, reproductive health decisions, family or parental status or any other consideration made unlawful by applicable laws. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation benefits, and separation of employment. The Human Resources Department has overall responsibility for this policy and maintains reporting and monitoring procedures. Any questions or concerns should be referred to the Human Resources Department. **To learn more about Paycom's affirmative action policy, equal employment opportunity, or to request an accommodation - Click on the link to find more information:** paycom.com/careers/eeoc