Incident And Problem Management Analyst

Location: Atlanta Support Center, United States

Company

hirify.global is a multi-brand restaurant company operating more than 33,300 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide.

What you will do

• Lead Incident Management and Major Incident Management activities for enterprise technology services and platforms.
• Act as Incident Commander, facilitate technical bridge calls, coordinate technical teams, vendors, and business stakeholders, and drive service restoration.
• Assess business impact, customer impact, risk, and service degradation across interconnected applications, integrations, APIs, and infrastructure.
• Create executive-facing incident notifications, status updates, impact assessments, summaries, resolution communications, and post-incident reports.
• Lead Problem Management activities, including incident trend analysis, root cause analysis, corrective action tracking, and problem record closure.
• Improve ITSM processes, operational documentation, service dependency mapping, reporting, governance, and service reliability.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Management Information Systems, or a related field.
• At least 3 years of experience in a medium to large enterprise environment and 3+ years defining, implementing, and improving ITSM processes.
• 3+ years supporting Incident Management, Major Incident Management, and Problem Management practices.
• Experience leading incident bridge calls, coordinating cross-functional technical teams, facilitating RCA, and driving corrective actions to completion.
• Strong understanding of ITIL-aligned incident and problem management, system dependencies, APIs, integrations, transaction flows, and outage impact assessment.
• Exceptional written and verbal communication, facilitation, stakeholder management, analytical, troubleshooting, and decision-making skills.

Nice to have

• ITIL Foundation Certification or equivalent ITSM certification.
• Experience with digital commerce, customer identity, integration, middleware, or enterprise platform environments.
• Familiarity with transaction flow analysis, service dependency mapping, impact assessment, multi-brand organizations, shared services, reporting, and service analytics.

Culture & Benefits

• Opportunity to support technology services used by globally recognized restaurant brands.
• Work directly with enterprise stakeholders and technical teams on high-visibility incidents and service reliability improvements.
• Contribute to operational excellence, continuous service improvement, and ITSM maturity across shared services.