IT Incident Process Analyst

IT INCIDENT PROCESS ANALYST

Employment Type: Long-Term Contract (LTC) - Contract-to-Hire (CTH) is not available for this role, but movement within company could lead to hire
Location: Greenville, SC
Projected Start Date: 5 January 2026
Work Schedule: 3 days/week onsite. One of the three days must be Wednesday.
Work Authorization: US Citizen or current Green Card Holder (no sponsorship)

Mission:
The mission of this job is to define and lead continuous improvements that improve our overall end-to-end operational performance for key business services managed by IT.

Day to day job responsibilities:

• Lead and coordinate the end-to-end management of P1 incidents, ensuring swift resolution and minimal business impact by being the liaison between the tier support teams responding to the incidents, as well as the after-actions to ensure the incident will not happen again
• Provide real-time updates to executive leadership and impacted stakeholders throughout the end-to-end lifecycle.
• Ensure incident documentation is complete, accurate, and updated in the ITSM system
• Drive post-incident reviews (PIRs) to identify root causes, lessons learned, and preventive measures.
• Take leadership in Problem Management to ensure follow-up actions are tracked and resolved. Making sure that reoccurring problems are resolved so that there is not an issue again.

Technical Environment:

• ServiceNow ticketing system
• Microsoft office suite
• Splunk / Grafana for observability
• Gitlab for backlog management

Who is the internal/external customer: All Internal infrastructure and application platforms.

Size of group: There are 20 people on the team.

3 Must haves for the position:

• Excellent communication skills, both written and verbal, with 5+ years of experience in facilitating IT Service Management or IT Incident Management in a large multi-national enterprise.
• Strong understanding of ITIL practices, especially Incident, Problem, and Change Management.
• Demonstrated experience in leading Change Management processes, including assessing risk, coordinating change approvals, and ensuring successful implementation with minimal disruption.

Other requirements needed to be fully successful in the role:

• Understanding of how Infrastructure, Networks and Data Centers in an enterprise environment work.
• Ability to create and manage a backlog of improvement topics, including required effort, timing, and priority
• Ability to lead a transverse group of resources to investigate root cause and follow up actions
• Communicate with users and Incident resolvers to create a plan to make sure the problem does not occur again.
• Proven ability to manage high-pressure situations with multiple stakeholders.
• Must have great soft skills – communication, problem solving, analytical minded.

Nice to have experience:

• IT Project Management Experience
• Familiarity with CAB (Change Advisory Board) procedures and post-change validation is a plus.
• Experience with ServiceNow or another ITSM Tool (Remedy or equivalent)
• Lean or Agile experience, for backlog management, sprints and retrospectives.
• Bachelor’s degree in a related field

Expected Duration: LTC - A CTH is not directly available from this role, but movement within the company could lead to hire

Interview Process: First interview with AM, then phone screen with hiring manager, one Team’s interview with Squad Lead and maybe one team member, and final onsite interview with team.

At The Hiring Group, our mission is to create a win-win situation for both our contractors and our clients, by focusing on the well-being of our contractor team. Our mantra is "Great Contractors Deserve Great Benefits." We provide our contractors with gold-level medical (employer paid at 50%), vision, and dental insurance, at least two weeks of PTO, 401k with employer match, training and development opportunities, and 24/7 dedicated consultant support. By investing in our contractors, we aim to increase employee retention, satisfaction, and productivity, which translates to increased value for our clients. We have been ranked several times on the Inc 5000 fastest-growing companies list, Best Places to Work in the U.S. by Inc Magazine for 2022 and 2023, and Best Companies to Work for in South Carolina for 2023.

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