ITIL Incident Management/IT Ops Analyst

ITIL Incident Management/IT Ops Analyst Irvine, CA Job Details $20 - $45 an hour 1 day ago Qualifications Performance dashboard reports Dashboard development ITIL Certification IT service management Data reporting Mid-level 3 years IT infrastructure Data quality monitoring Incident Investigation ServiceNow IT Problem management Root cause analysis

Full Job Description Role:

ITIL Incident Management/IT Ops Analyst Location:

Irvine, CA - 5 days onsite

Duration:

6 months

Job Description:

Problem Management Execution Own the end-to-end Problem Management lifecycle in alignment with ITIL practices Perform Root Cause Analysis (RCA) using structured methodologies (5 Whys, Fishbone, etc.) Identify and track Known Errors and maintain the Known Error Database (KEDB) Drive permanent fixes in collaboration with L2/L3 infrastructure and application teams Incident & Major Incident Support Support Major Incident Management (MIM) process during high-severity incidents Participate in incident bridge calls, ensuring proper coordination and communication Conduct Post-Incident Reviews (PIRs) and ensure actionable follow-ups ServiceNow & Process Governance Utilize ServiceNow for Problem, Incident, and Change tracking Ensure data quality, categorization accuracy, and SLA adherence Create dashboards and reports for trend analysis and recurring issue identification Continuous Improvement & Operations Alignment Identify recurring incidents and systemic issues impacting service stability Partner with Infrastructure, Network, and Application teams to drive preventive actions Recommend automation opportunities and operational improvements Contribute to runbook and knowledge base enhancements Required Qualifications 3-5 years of hands-on experience in Problem Management or Incident Management within IT Operations ITIL certified Strong working experience with ServiceNow (Problem Management or Major Incident modules) Solid understanding of IT Infrastructure domains (Servers, Network, End-User Compute, Applications) Experience conducting Root Cause Analysis and Post-Incident Reviews Willingness to participate in 24×7 on-call rotation Flexibility to support early morning / late evening operational needs HHmzuwTSNq