The Incident & Problem Management Analyst will be responsible for ensuring a cohesiveness 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 current problem tickets as well as driving the problem to the proper resolution.

　　Investigate and diagnose problems using relevant subject matter experts to assess and analyze root causes.

　　Coordinate processes 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 promptly.

　　Maintain knowledgebase repository and ensure quality procedures and solutions are available to the staff.

　　EDUCATION AND EXPERIENCE QUALIFICATIONS

　　Minimum : 4-year degree in Computer Science, Management Information Systems, or related field.

　　ITIL Certification or relevant experience.

　　ServiceNow Certification or relevant tool experience.

　　Experience with ITSM tools and solutions; ServiceNow desired

　　Minimum of 3 years' experience in a medium to large-sized enterprise environment.

　　3+ years of in-depth experience defining, implementing, and improving ITSM processes

　　3+ years of experience in IT Service Management process design focused on Incident, Problem, and Major Incident Management.

　　REQUIRED KNOWLEDGE, SKILLS, OR ABILITIES

　　Understanding of the principles of 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 written

　　Process 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.

　　Able to remain calm and stay focused under high-stress situations.

　　Ability to influence others at all levels of an organization with proven leadership skills.

　　Ability to demonstrate strong project management skills including, critical ability to coordinate and balance multiple projects in a time-sensitive environment, under pressure, and meeting deadlines.

　　Must be a self-starter and comfortable operating independently and be able to navigate with autonomy; provide updates on progress, re-confirm priorities, be flexible, and seek clarity/help in the event of roadblocks.

　　Understanding of the Agile methodology.

　　Able to commit to working non-standard hours on occasion.

　　Able to perform high-stress situations.

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