Sr Incident Management Analyst-BDO

Job Description

Job Title: Sr Incident Management Analyst

Company: BDO

Location: Grand Rapids, MI

Pay: $80000 – 100000 per year

AI Pay Analysis: The hourly rate corresponding to an annual salary of $80,000 to $100,000 is approximately $38.46 to $48.08 per hour. For a “Sr Incident Management Analyst” in Grand Rapids, MI, this compensation range is competitive, aligning well with industry standards for similar roles in the area. According to various salary data sources, senior analysts in IT incident management typically earn between $75,000 and $110,000 annually, depending on experience and company size. Furthermore, Grand Rapids has a relatively lower cost of living compared to larger metropolitan areas like Detroit or Chicago, making this salary range attractive for professionals in the field. Thus, the compensation appears to be fair and competitive given the local job market.

Job description:

The Senior Incident Management Analyst is responsible for performing specialized investigations and diagnostics on high-impact incidents reported to the Service Desk. This role involves identifying incident trends and leading responses to complex incidents. Ideal candidates will be self-motivated and proactive.

In this capacity, you will coordinate Incident Management and triage efforts with relevant resources across National IT, focusing on identifying root causes, implementing temporary workarounds, and providing comprehensive documentation to Problem Management, system owners, and vendors. Additionally, you will participate in the Incident Management processes and advocate for continuous improvement through well-documented recommendations to IT Management. It is essential to maintain an advanced understanding of current IT systems and hardware to ensure accurate application of organization-wide policies and procedures. This role also serves as a training resource, enhancing the skill set and capabilities of both the Service Desk and National IT teams.

An alternative work schedule, on-call duties, and weekend work may be required intermittently. Occasional travel may be necessary for project-related activities, training, or support, which could span several days.

Key Responsibilities:

• Facilitate and coordinate Incident Management activities in accordance with best practices outlined in the ITIL Framework and BDO National IT operational procedures.
• Independently lead Incident Management initiatives and Major Incident (MI) activities, including managing MI calls, documenting meeting notes, and coordinating resources during Major Incident triage events.
• Assist with internal communications regarding incident impact to IT and the Firm as needed.
• Develop and maintain technical documentation and FAQs, incorporating new troubleshooting methodologies and resolution criteria for inclusion in the ServiceNow knowledge base and/or problem records.
• Collaborate with technical support teams on escalated and complex issues.
• Ensure the accuracy and relevance of incident categorization by independently validating all pertinent information, facilitating effective reporting in ServiceNow.
• Meticulously log all incident and problem-related activities to maintain precise ticket history in ServiceNow.
• Coordinate incident escalations to Level 3 resources or third-party vendor support as necessary.
• Recommend modifications or interim solutions for open problems to aid in root cause analyses and future mitigation efforts.
• Identify process gaps during incident triage and communicate findings to Problem Management.
• Work alongside management to ensure compliance with documented processes and departmental standards.
• Actively monitor and identify potential incident trends in a timely matter.
• Proactively communicate service failures and workarounds to business line professionals and other National IT support resources to minimize any loss of billable time.
• Continuously track ongoing incidents to initiate timely actions should service levels appear at risk of being breached.
• Maintain reporting on incident trends, including system outages and performance degradations.
• Review and propose enhancements to support processes to foster continuous improvement of incident handling practices.
• Perform additional duties as required.

Qualifications:

• Education: High school diploma/GED required; Bachelor’s degree preferred.
• Experience: Minimum of five years’ experience in a technical support environment required; four years as a Desktop Support Technician or Engineer preferred; experience within professional services firms is a plus.
• Licenses/Certifications: ITIL Foundation v3 or v4+ Certification is required; certifications such as Microsoft Certified Professional (MCP), Microsoft Certified Desktop Support Technician (MCDST), Microsoft Certified IT Professional (MCITP), and Laptop/Desktop hardware technician certification are preferred.
• Software Proficiency: Proficient in Microsoft Windows 10 or higher, Microsoft Office 365, and ServiceNow is required; experience with Adobe Acrobat is preferred.

Required Skills and Competencies:

• Excellent interpersonal and customer relationship skills.
• Strong analytical, problem-solving, and technical troubleshooting abilities.
• Quick adaptability in a dynamic environment.
• Highly motivated and self-starter mentality.
• Ability to perform well under pressure while professionally addressing unexpected challenges.
• Exceptional verbal and written communication skills, enabling effective interactions with all organizational levels.
• Capability to multitask successfully while functioning independently or collaboratively in a team.
• Proficient in instructing end users regarding equipment and software policies and procedures.
• Willingness to travel moderately (approximately 25%).

Compensation: Individual salaries offered to candidates are determined based on various factors, including qualifications, experience, skills, and geographic location. The salary range for this position is as follows:

• National: $80,000 – $100,000
• Maryland: $80,000 – $100,000
• NYC/Long Island/Westchester: $80,000 – $100,000

Join us at BDO, where you will discover not just a career, but a meaningful workspace that values your individuality and the impact of your contributions. We prioritize flexibility and opportunities for growth. Our culture fosters significant connections, encourages curiosity in interactions, and emphasizes authenticity while striving to create positive change.

At BDO, our mission to help individuals thrive daily underpins our operations. Together, we strive for exceptional, sustainable outcomes that benefit our people, clients, and communities. As a proud ESOP organization, we uphold a culture that prioritizes people by financially sharing growth with our U.S. team. BDO professionals deliver assurance, tax, and advisory services for a diverse client base across the U.S. and over 160 countries.

We were the first large accounting and advisory firm to establish an Employee Stock Ownership Plan (ESOP), allowing our members to benefit from the firm’s success and enhance their financial well-being without employee contributions. Our commitment to delivering superior experiences to middle-market leaders is supported by industry expertise, extensive resources, and a relentless focus on quality.

BDO is committed to diversity, empowering team members, and celebrating innovation to transform our business and our clients’. We continuously focus on resilience and sustainability to positively impact our communities and the people we serve, offering a Total Rewards package that exceeds traditional benefits.

Eligibility requirements may apply. BDO is an Equal Opportunity Employer, including disability/veterans.

Job Posting Date: Sat, 12 Apr 2025 22:36:07 GMT

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