Incident Management Analyst

The Incident Management Analyst is responsible for triaging, tracking, and coordinating the resolution of incident tickets related to Point of Sale (POS) systems and supporting applications. This role serves as the primary point of contact for incident intake, assessment, escalation, and communication while partnering with internal teams and external vendors to ensure timely issue resolution and minimal business disruption., * Perform daily triage, prioritization, and assignment of incident tickets related to POS systems and supporting applications.

• Analyze reported issues to determine root cause, business impact, severity, and appropriate resolution path.
• Monitor incident queues within ServiceNow and ensure tickets are updated, documented, and resolved within established service levels.
• Coordinate with internal support teams, technical resources, and business stakeholders to facilitate issue resolution.
• Engage and manage external vendors as needed to troubleshoot and resolve POS-related incidents.
• Identify when incidents require escalation and ensure appropriate teams and leadership are engaged.
• Track recurring issues and collaborate with support teams to drive long-term problem resolution through Jira.
• Communicate incident status, updates, and resolution plans to stakeholders in a clear and professional manner.
• Develop and maintain incident management documentation, processes, and knowledge articles.
• Analyze trends and provide reporting on incident volume, resolution performance, and recurring system issues.
• Support continuous improvement initiatives related to incident management and POS system stability.

The ideal candidate will possess strong analytical abilities, excellent communication skills, and a solid understanding of POS environments. This individual will leverage ServiceNow and Jira to manage incidents, track problem resolutions, and provide reporting on recurring issues and trends., * Strong knowledge and experience supporting Point of Sale (POS) systems.

• Experience with ServiceNow ticket management and incident tracking.
• Experience using Jira for problem tracking, issue management, and project coordination.
• Strong analytical and problem-solving skills with the ability to assess complex issues and determine appropriate resolution paths.
• Advanced Microsoft Excel skills, including data analysis, reporting, and trend identification.
• Strong verbal and written communication skills with the ability to communicate effectively across technical and non-technical audiences.
• Experience working with third-party vendors and managing issue resolution activities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Preferred Qualifications
• Experience supporting retail technology environments.
• Knowledge of incident and problem management best practices.
• Familiarity with POS hardware, software, and peripheral devices.
• Experience working within cross-functional IT support organizations.
• Key Competencies
• Incident Management
• POS Support
• Vendor Management
• Root Cause Analysis
• Problem Resolution
• ServiceNow
• Jira
• Data Analysis & Reporting
• Stakeholder Communication
• Self Starter