Incident Management Analyst
1 week ago
It's fun to work in a company where people truly believe in what they're doing
At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications.
Since being founded in 1, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance.
Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers.
Work, Play and Grow at BlackLine
Make Your Mark:
The Incident Management Analyst is pivotal in ensuring that Blackline’s services/infrastructure are available as agreed upon for BlackLine’s clients worldwide . This highly visible role is responsible for the execution of our Incident and Problem Management processes at BlackLine .
The Incident Management Analyst is responsible for acting as a n incident commander as needed, including after normal business hours; updating key metrics and status for the major incidents; ensuring the root cause analysis process is executed, including leading the root cause team in a blameless postmortem, documenting, and tracking the root cause action item and creating RCA customer-facing reports. Engagement in adjacent operational processes is also in the scope of the role.
You'll Get To:
- M anage major incident bridges according to service-level guidelines. Organize, facilitate , and lead technical teams to work together to resolve major incidents.
- Keep accurate records of incident timelines and supporting artifacts.
- Manage internal communications during major incidents to all key internal and external stakeholders and can translate business processes into technical services and vice-versa.
- Ensure post-incident activities, such as incident summary and root cause reports, are managed through delivery.
- Write RCA reports targeted at senior executives.
- Complete other assignments and special projects as requested .
What You'll Bring:
Technical/Specialized Knowledge, Skills, and Abilities:
-
- Ability to p erform under strong demands in a fast-paced environment.
- Have strong interpersonal and teamwork skills.
- Proven effective time management and organizational skills.
- Can w ork independently as well as in a team environment .
- Possess a nalytical and problem-solving skills.
- Ability to maintain confidentiality.
- Handle multiple projects simultaneously within established time constraints.
- Proficient computer skills, including experience with Microsoft Office Suite .
- Work professionally with customers and co-workers to efficiently serve our customers, treating them both with enthusiasm and respect .
- Display empathy, understanding, and patience with employees and external customers.
- Respond professionally to difficult employee/vendor/customer issues or inquiries.
- Ability to work in a /7 environment , including weekend shifts.
- Proven written and verbal communication skills with multiple levels of an organization, including interaction with senior-level business partners within the company.
- Must work well under pressure, balancing multiple priorities and objectives , and handle conflict well with engineers and leadership during incidents .
- Experience working with the Exigence incident management tool or other equivalent ITSM tools.
- Understands the end-to-end lifecycle of Incident and Problem Management.
We’re Even More Excited If You Have:
Thrive at BlackLine Because You Are Joining:
- A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world's most trusted name in Finance Automation
- A culture that is kind, open, and accepting. It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.
- A culture where BlackLiner's continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.
BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.
BlackLine recognizes that the ways we work and the workplace itself has shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 2 days a week.
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