IT Service & Incident Analyst

TL;DR

IT Service & Incident Analyst: Performing incident, change, and problem management activities to ensure service restoration and process adherence with an accent on root cause determination, timely incident resolution, and driving change processes. Focus on coordinating internal technical and business teams, communicating technical feedback, and ensuring alignment with contractual obligations and continual service improvement.

Location: Prague, Czechia

Company

hirify.global Inc. is a financial technology corporation providing payment solutions to merchants and businesses worldwide.

What you will do

• Evaluate the scope and impact of incidents and document status and resolution in the corporate ticketing system.
• Engage, escalate, and communicate notifications to level 3 technical support and management as needed, opening Meet Me Lines (MML) for resolution.
• Coordinate internal technical and business teams for client-impacting issues and problem management action plans.
• Provide technical feedback for communication, including changes to IT infrastructure and root cause analysis documentation.
• Ensure all change activities are appropriately planned, authorized, and executed according to internal methods, processes, and procedures.
• Execute and assist in the development of service transition processes, maintaining the product catalogue and coordinating vendor/supplier management.
• Execute continual service improvement processes by analyzing key data and creating recommendations to enhance existing services.

Requirements

• Bachelor's Degree or equivalent experience.
• Minimum 4 years of relevant experience with various technologies and IT Services.
• Strong understanding and experience in Incident, Change, and Problem Management.
• Ability to evaluate incident scope, determine root causes, and coordinate resolution activities.
• Proficiency in documenting and communicating technical feedback and analysis.
• Experience ensuring change activities align with internal methods and contractual obligations.

Nice to have

• ITIL Foundations (current version) certification.

Culture & Benefits

• Opportunity to work on problems of diverse scope, requiring creative solutions.
• Role for a seasoned, experienced professional with full understanding of their specialization.
• Support in selecting methods and techniques for obtaining solutions.
• Normal receipt of little instruction on day-to-day work, with general instructions on new assignments.