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# IT Analyst, Critical Response Team (CRT)

- **Company:** Corning
- **Location:** Painted Post, NY, United States
- **Experience:** Expert
- **Salary:** $63,300.0 - $87,038.0
- **Contract:** Permanent contract
- **Skills:** Cloud Computing, Databases, IT Management, Computer Network Technologies, System Availability, Information Technology, Servicenow
- **Published:** October 20, 2026
- **Apply:** https://corningjobs.corning.com/talentcommunity/apply/1441570800/?locale=en_US

## About the Role

* Minimum of associates degree or relevant work experience;
 * Minimum of 5 years of operational experience in an IT technical domain in a support role.
 * Experience working directly with end users in a customer-facing environment.
 * Broad knowledge of IT technologies including server, storage, database, cloud, security, and network technology domains
 * Effective leadership, organization, and planning skills with the ability to handle changing priorities
 * Advanced technical troubleshooting capabilities; problem solving skills
 * Knowledge of Service Management / ITIL processes and procedures
 * Experience with IT Service Management, ITIL and ITSM tools
 * Work a set 8-hour schedule as a part of a 24-hour by 7 day a week organization. Position will work Sunday through Thursday or Tuesday through Saturday schedule.
 * Effective organization and planning skills, with ability to handle changing priorities
 * Incident / Availability Management skills
 * Excellent communication, interpersonal and influencing skills
 * Self-motivated, able to work in a team environment and motivate others
 * Self-confident, results-oriented, persuasive, and influential
 * High attention to detail and capable of seeing patterns in data
 * Strategic mindset

Desired Qualifications

 * Bachelor's in business management, Information Technology, or similar relevant field
 * ITIL Certification
 * Six Sigma Certification OR Yellow Belt Certification
 * Experience with ServiceNow Performance Analytics
 * Experience with reporting related to Incidents, Tasks, SLAs and CMDBs
 * Project Management skills
 * Analytically minded

## Description

Corning is investing through providing staff and stakeholders with timely Major Incident Management, supporting High Availability of applications and services for Corning by improving day-to-day operations, drive strategic decisions and improve the overall quality of D&IT services, * Ensure Incident Management processes meet SLA/OLA commitments and service quality standards.

 * Manage incident lifecycle, including prioritization, escalation, tracking, and resolution.
 * Fulfill roles and responsibilities associated with Major Incident Management including Commander and Communicator.
 * Coordinate with Service Desk, support teams, Process Managers, and Service Integrators to restore services quickly.
 * Monitor incident queues and workloads to ensure SLA compliance.
 * Complete Post-Incident Reports and transition incidents to Problem Management as appropriate.
 * Identify and analyze recurring incidents, trends, metrics, and root causes to drive service improvements.
 * Track escalations and ensure timely resolution of incidents.
 * Partner with key stakeholders including service lines to identify and support improvements to reduce service disruptions.
 * Escalate critical unresolved incidents to leadership and provide timely and accurate status communications.
 * Maintain and improve operational procedures to enhance service reliability.
 * Report operational performance and recommendations to IT leadership and stakeholders.