Sr. Incident Problem Change Analyst - Full-time / Part-time

Senior Incident, Problem, and Change Analyst

Are you looking to launch your Information Technology career?  If so, then UPS is the place for you!

UPS is now recognized as a technology company spending more than $1 billion a year on information technology. UPS provides its customers unparalleled capability in tracking and distribution intelligence.  This technological infrastructure also enables UPS to provide fully integrated Web-enabled, business-to-business solutions.

UPS Information Services, a leader in information technology, is currently seeking career-minded individuals to join our team.  If you are highly motivated with a degree in Computer Science or related discipline, then UPS is a great place for you to advance your career.

Job Description:

The Senior Incident, Problem, and Change Analyst supports root cause analyses of highly visible and complex problems and incidents.  He/She collects information and participates in the identification of incident and problem trends in a 24x7 environment.  This positions conducts root cause analyses on low to moderately complex situations (e.g., non-critical systems, low to moderate visibility, etc.).  He/She participates in the resolution and prevention of Information Services (I.S.) outages affecting business. This position analyzes root causes and identifies actions for preventing recurring problems and incidents.  He/She notifies, escalates, and communicates problems of low to moderate impact and importance to management.

This position participates in defining action plans for resolution.  He/She reviews changes to the I.S. environment and ensures adherence with change management disciplines.  This position assesses and communicates risks.  He/She monitors change process compliance and leads the organization’s response to high severity incidents.  This position directs resources needed to minimize business disruptions.  He/She assesses the environment and develops plans and approaches to minimize the risk of incidents.

Responsibilities:

Performs Command Center Functions

• Monitors service quality and system availability to ensure adherence to incident and problem management disciplines and effective functioning and to increase customer satisfaction.
• Utilizes toolsets to measure trends and to respond to incidents which are, or have the potential of, impacting business functionality and services.
• Facilitates technology switchover and failover scenarios to ensure readiness.
• Monitors and maintains incident and problem management processes to ensure adherence and effective functionality.

Assesses and Identifies Business Risks

• Performs risk assessments on changes to ensure stability of the I.S. environment.
• Identifies potential risks and impacts of changes and provides recommendations to safeguard the I.S. environment.
• Assesses risks and interdependencies in changes (e.g., processes, procedures, configurations, etc.) within the environment to make informed decisions.
• Configures databases to implement I.S. changes.

Assesses and Implements I.S. Change Management Process

• Identifies opportunities for business process improvements (e.g., incidents, problems, changes, etc.) to enhance tools and to meet changing business needs.
• Leads projects related to process improvements and selection of change tools to enhance the organization's ability to meet customers' needs.
• Identifies and implements change management processes to improve efficiencies and effectiveness.
• Defines change processes and interdependencies and clarifies accountabilities to ensure smooth and effective implementations.
• Develops scripts to implement changes for processes and to provide sequence of steps in new and revised procedures.
• Manages interdependencies between mainframe and other systems’ (e.g., network, midrange, open, etc.) tools to ensure visibility, trending, and reporting of consolidated changes.

Leads I.S. Change Management Tool Usage

• Maps tools for new and revised processes to reduce work efforts and to drive efficiencies.
• Manages and updates configurations for change tools (e.g., adding new user groups, etc.) to optimize tool utilization.
• Evaluates, develops, recommends, and implements changes for tool sets and maintains change tools to ensure timely change process flow.
• Recommends new incident and change tools to streamline processes and improve efficiencies.

Communicates and Coordinates Business Impacting Incident Activities

• Supports customers, computer systems, networks, and processes to ensure business objectives and requirements are met.
• Tracks, coordinates, and reports high severity incidents to update I.S. management and stakeholders and to identify impacts, resolutions, and root causes.
• Initiates problem resolution and corrective action processes to minimize business impacts.
• Serves as an Operations Command Center team coordinator to identify reasons for outages, to minimize disruptions, and to determine next steps.

Education:

The desired Senior Incident, Problem, and Change Analyst will possess Bachelors’ and Masters’ degrees in Computer Science, Information Systems, Mathematics, Statistics or related field or the equivalent in education and work experience.