Incident Management Analyst

As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress.

Business Summary

The Deltek Information Technology team provides technical support, services and applications to Deltek's global workforce. We are dedicated to finding innovative ways to help our employees maximize their productivity and exceed their business goals. If you're a world-class problem solver looking to be part a diverse, dynamic and collaborative team – join us as we power success for all of Deltek.

Position Responsibilities

• Serve as Team member on a 24x7 IT Network Operations Center (IT NOC).
• Monitor performance and service availability of global IT services including voice/data network, hardware, servers, and business applications with provided tools
• Generate and track trouble/service tickets
• Maintain service outage log and shift logs
• Receive and respond to inquiries and requests via telephone, email, case tracking system with speed accuracy and proficiency
• Generate service performance reports
• Troubleshoot network, server, and application problems using diagnostic tools and route cases to the appropriate Tier 3 Support Group as necessary
• Track response and resolution status of cases and escalate appropriate when necessary
• Coordinate problem management and performance metrics for IT NOC teams
• Provide performance metrics to IT NOC management and other groups within IT
• Contribute technical solutions to the Knowledge Base
• Improve knowledge of, and ability to operate, all technical support tools and technologies
• Participate and led projects and initiatives as a member of the IT NOC team.

Qualifications

• 1-3 years experience in an IT Service Desk, Help Desk, Technical Operations, NOC or other technical support role with a background as either NOC Analyst or IT Help Desk Analyst
• Demonstrated knowledge of IT systems component stack (e.g. network, hardware, operating system, database, application software, and cloud services) and experience supporting one or more of these areas in an operations capacity
• Working knowledge of Active Directory and other application/system administration tasks
• Excellent communication, telephone & interpersonal skills, strong verbal and written communication skills in English
• Ability to work shifts as assigned which may include weekends and ability to be available on an on-call basis
• Strong customer service abilities and ability to establish working relationships with team members throughout the IT organization
• Analytical, troubleshooting and problem solving skills
• Experience handling multiple competing priorities and ability to manage conflicts
• A wide degree of self-motivation and drive to achieve is expected
• Programming/scripting experience is a plus (i.e. C#, VB.Net, PowerShell, Java, Python)

Travel Requirements

No

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