intermediate systems analyst- incident response (Nashville, TN)

Summary

Starbucks is a well-known coffee company, and they are seeking an Intermediate Systems Analyst for their Major Incident Management function. The role involves managing IT incidents effectively, ensuring timely communication, and coordinating efforts to resolve service disruptions while adhering to established processes.

Responsibilities

• Provides 24*7 global support of critical systems in a rotating on-call environment
• Ensures timely, clear communication regarding service disruptions with the appropriate stakeholders
• Coordinate support efforts through incident command & control bridge
• Scribe & record all details and timeline of key elements during Incident Management bridge calls
• Adhere to incident processes and procedures
• Interfaces with other processes ensuring resources are sufficient and properly allocated
• Ensures incidents that are not immediately resolved are appropriately escalated to service owner
• Responsible for the Incident Escalation process, content and results
• Updates documentation, process, guidelines, and creates new process documentation
• Reviews proposed tool enhancements for best practice applications
• Undertake Continual Service Improvement activities
• Contributes in the development of key performance indicators (KPIs) evaluating the service for effectiveness and efficiency
• Identifies and reports Incident trends and progress

Skills

• 2 or more years' experience working with ITSM processes in a large multi-regional company
• Excellent verbal & written communication and listening skills. Ability to create accurate, concise correspondence, develop and conduct presentations
• Strong proven interpersonal skills & able to work well with people at all levels
• Detail-oriented and strong problem-solving skills, with ability to analyze a situation for potential future problems
• Familiar with incident management processes
• Foundation level knowledge of server operating systems, networking, firewalls, databases, storage, virtual infrastructure technologies, and application technologies
• Intellectually inquisitive nature with the ability to be open minded to varying opinions
• Responsible, conscientious, and possess a passion for excellence - positive 'can do' attitude
• Innovative, creative, and extremely responsive in respect to service quality and ways in which it can be improved
• Available for on-call coverage 24X7, to support off-hours work as required, including weekends and Holidays and fluctuates with staffing
• Available to work nights and weekends on a rotating schedule
• Good understanding of corporate IT policies, procedures, and standards
• Knowledge of Incident, Problem, Change, and Knowledge Management practices
• Knowledge of the IT strategies, customers, and services provided
• Knowledge of service analysis tools
• 1+ years of facilitating major incident / crisis bridge lines

Qualifications

Must Haves

• 2 or more years' experience working with ITSM processes in a large multi-regional company
• Excellent verbal & written communication and listening skills. Ability to create accurate, concise correspondence, develop and conduct presentations
• Strong proven interpersonal skills & able to work well with people at all levels
• Detail-oriented and strong problem-solving skills, with ability to analyze a situation for potential future problems
• Familiar with incident management processes
• Foundation level knowledge of server operating systems, networking, firewalls, databases, storage, virtual infrastructure technologies, and application technologies
• Intellectually inquisitive nature with the ability to be open minded to varying opinions
• Responsible, conscientious, and possess a passion for excellence - positive 'can do' attitude
• Innovative, creative, and extremely responsive in respect to service quality and ways in which it can be improved
• Available for on-call coverage 24X7, to support off-hours work as required, including weekends and Holidays and fluctuates with staffing
• Available to work nights and weekends on a rotating schedule
• Good understanding of corporate IT policies, procedures, and standards
• Knowledge of Incident, Problem, Change, and Knowledge Management practices
• Knowledge of the IT strategies, customers, and services provided
• Knowledge of service analysis tools

Nice to Haves

• 1+ years of facilitating major incident / crisis bridge lines

Benefits

• Access to medical, dental, vision, basic and supplemental life insurance, and other voluntary insurance benefits
• Partners have access to short-term and long-term disability
• Paid parental leave
• Family expansion reimbursement
• Paid vacation from date of hire
• Sick time (accrued at 1 hour for every 25 hours worked)
• Eight paid holidays
• Two personal days per year
• Eligible partners participation in a 401(k) retirement plan with employer match
• Discounted company stock program (S.I.P.)
• Starbucks equity program (Bean Stock)
• Incentivized emergency savings
• Financial well-being tools
• 100% upfront tuition coverage for a first-time bachelor’s degree through Arizona State University’s online program via the Starbucks College Achievement Plan
• Student loan management resources
• Access to other educational opportunities
• Access to backup care
• DACA reimbursement
• Onsite four days a week