IT Incident & Problem Management Analyst

Job description

**Work Place Flexibility:** Hybrid

**Legal Entity:** Entergy Services, LLC

*****Relocation assistance and sponsorship is not provided.

The preferred location is New Orleans, LA.

Other locations within the service territory may be considered*****

**Job Summary/Purpose:**

The Operational Governance and Execution department is seeking a highly motivated and analytically driven individual with experience in IT Problem Management, IT Incident Management and Human Performance analysis.

The ideal candidate will be a process-oriented, data-driven individual with skills to analyze IT Incident tickets and provide meaningful reports identifying trends and patterns of System Incidents and can collaborate with Service Delivery teams in deploying permanent resolutions.

The candidate would also be part of the IT Problem Review and Management processes to identify gaps in service delivery, including potential Human Performance weaknesses.

This role requires strong analytical skills, a questioning attitude and a strong desire to continuously seen operational efficiency improvements being achieved.

The role requires active communication with leadership and providing insights into IT operational health.

**Job Duties/Responsibilities**

+ Analyze IT incident and service request tickets for patterns and trends of issues across various IT Service Delivery areas.
+ Investigate recurring system and / or latent organizational deficiencies that could be leading to issues.

Provide critical reviews of documented root cause analysis (RCA) to ensure valid and complete details are documented.
+ Prepare and present reports on incident trends, problem management insights, and system performance to IT leadership.
+ Collaborate with IT Service Delivery teams to seek permanent resolutions to recurring incidents and problems, thereby improving IT operational efficiencies.
+ Identify, track and report human performance errors contributing to unplanned incidents, providing recommendations for improvement.
+ Maintain documentation of problem resolutions, corrective actions, and lessons learned.
+ Utilize ITSM tools to track and manage incidents and problem tickets effectively.
+ Contribute to continuous improvement initiatives in IT service management.

**Minimum Requirements:**

+ Bachelor’s degree in Computer Science, Information Technology, or a related field.
+ 2+ years of experience in IT problem and incident management.
+ Utility experience with Human Performance tools and controls preferred

**Minimum knowledge, skills, and abilities required of the position**

+ Bachelor’s degree in Information Technology, Computer Science, or a related field.
+ Proven experience in IT problem and incident management.
+ Strong analytical skills with the ability to interpret and present complex data.
+ Experience in root cause analysis (RCA) and IT service management frameworks (e.g., ITIL).
+ Proficiency in using ITSM tools (e.g., ServiceNow, Jira, Remedy).
+ Excellent communication and presentation skills.
+ Strong attention to detail and problem-solving abilities.
+ Ability to work collaboratively across teams and with leadership.

**Any certificates, licenses, etc.

required of the position**

Applicable certifications for Incident and Problem Management are a plus

#LI-TR1

#LI-HYBRID

**Primary Location:** Louisiana-New Orleans Louisiana : New Orleans
**Job Function** : Information Technology
**FLSA Status** : Professional
**Relocation Option:** No Relocation Offered
**Union description/code** : NON BARGAINING UNIT
**Number of Openings** : 1
**Req ID:** 120545
**Travel Percentage** :Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets.

Please clickhere (https://jobs.entergy.com/content/EEO/?locale=en_US) to view the EEI page, or see statements below.

**EEO Statement:** The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws.

The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

**Accessibility:** Entergy provides reasonable accommodations for online applicants.

Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf.

If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click **here (humanr@entergy.com?subject=Accessibility)** and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for.

Employee Services will contact you regarding your request.

**Additional Responsibilities:** As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company.

Exempt employees may not be paid overtime associated with such duties.

**Equal Opportunity (https://www.dol.gov/agencies/ofccp/manual/fccm/2l-equal-opportunity-clauses-and-other-requirements/2l00-equal-opportunity)**

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment.

Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.

**WORKING CONDITIONS:**
As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company.

Exempt employees may not be paid overtime associated with such duties.

**Please note:** Authorization to work in the United States is a precondition to employment in this position.

Entergy will not sponsor candidates for work visas for this position.

**Job Segment:** Computer Science, Inspector, Manager, Technology, Quality, Management

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