Job Summary
- Company
- Avon Products Inc.
- Location
- Rye, NY 10580
- Industries
- All
- Job Type
- Full Time
- Employee
- Career Level
- Experienced (Non-Manager)
- Job Reference Code
- RYE0003O
Senior IT Analyst
About the Job
The Problem Management Analyst will be responsible for reviewing all major incidents, identifying ownership, producing the appropriate reports for both customers and internal distribution & tracking all actions through to completion. This involves being assigned dedicated application ownership & being part of an On Call to cover critical incidents out of hours.
Chair and facilitate the Problem Management Meeting. Ability to interact with all levels of IT Management to discuss critical issues in a highly visible fast paced environment. Apply business knowledge and experience to identify critical issues, determine the business impact.
Use data collected from Remedy to highlight recurring incidents & diagnose root cause. Ensure Known Error records are established where appropriate. Investigate and produce corrective action plans to eliminate repeat problems. Conduct post major incident reviews & identify & manage follow up actions where required. Liaison with Incident management to ensure accurate and consistent information is available. Attend Implementation meetings to ensure Problem Management disciplines are covered. Write application specifications and Operational Level Agreements for new/existing applications.
Prepare and deliver Management and User Notifications: Provide timely updates for executive management and business. Proactively communicate information such as: downtime, system changes, root cause etc.
Ensure the Knowledge Base material is current with all existing and new projects/systems. Attend implementation meetings to gather, interpret and publish pertinent information.
Five years customer service with experience working in a Service Desk preferred. Sound working knowledge of ITIL and application of best practices. BS in Computer Science or equivalent. Strong interpersonal, communication and writing skills a must.
Good understanding of the overall IT infrastructure. Technically minded and trainable in specific system platforms. Ability to breakdown technical issues and identify reasonable solutions. Display a sound technical to business understanding.
Capable of exerting effort and information from all levels of staff. Good customer management skills and must show confidence in the line of fire. Comfortable in expressing ideas and confident in promoting all aspects of the Problem Management functions to customers and internal staff.
Avon Experience: 2+ years experience in Avon's Service Desk a plus
Chair and facilitate the Problem Management Meeting. Ability to interact with all levels of IT Management to discuss critical issues in a highly visible fast paced environment. Apply business knowledge and experience to identify critical issues, determine the business impact.
Use data collected from Remedy to highlight recurring incidents & diagnose root cause. Ensure Known Error records are established where appropriate. Investigate and produce corrective action plans to eliminate repeat problems. Conduct post major incident reviews & identify & manage follow up actions where required. Liaison with Incident management to ensure accurate and consistent information is available. Attend Implementation meetings to ensure Problem Management disciplines are covered. Write application specifications and Operational Level Agreements for new/existing applications.
Prepare and deliver Management and User Notifications: Provide timely updates for executive management and business. Proactively communicate information such as: downtime, system changes, root cause etc.
Ensure the Knowledge Base material is current with all existing and new projects/systems. Attend implementation meetings to gather, interpret and publish pertinent information.
Five years customer service with experience working in a Service Desk preferred. Sound working knowledge of ITIL and application of best practices. BS in Computer Science or equivalent. Strong interpersonal, communication and writing skills a must.
Good understanding of the overall IT infrastructure. Technically minded and trainable in specific system platforms. Ability to breakdown technical issues and identify reasonable solutions. Display a sound technical to business understanding.
Capable of exerting effort and information from all levels of staff. Good customer management skills and must show confidence in the line of fire. Comfortable in expressing ideas and confident in promoting all aspects of the Problem Management functions to customers and internal staff.
Avon Experience: 2+ years experience in Avon's Service Desk a plus
Company Tools
Contact Information
Avon Products Inc.
