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Incident Management Technical Analyst I

Kansas City, MO 64198

Posted: 02/27/2019 Employment Type: Contract to Hire Job Category: Project Management/Business Analysis Job Number: 12193 Pay Rate: 91,000

Adaptive Solutions Group is a premier provider of information technology personnel. We provide a variety of technical professionals available for contract, contract to hire, or direct placement positions to companies in and around the Kansas City, St. Louis, Denver, and Dallas Areas.


We are currently looking for an Incident Management Technical Analyst to join our team.


Key Activities
  • Responsible for the day-to-day activities related to the management of high and critical priority incidents.
  • Lead the post incident review process.
  • Direct and manage technical staff involved in providing IM and PM statuses and root cause analysis (RCA) reporting.
  • Facilitate reconciliation of issues/concerns to the satisfaction of the customer.
  • Evaluate and analyze complex technical issues and make decisions regarding technical solutions and recommendations.
  • Assist with and influence the implementation of IM and PM policies, procedures and processes.
  • Drive compliance with policies, processes, procedures and standards.
  • Follow the PM process by composing RCA documents subject to formal review and approval.
  • Participate in Problem Quality Assurance Review (PQAR) meetings as the IM subject matter expert (SME).
  • Perform proactive PM activities and analysis such as reviewing metric reports or analyzing service desk issues for trends.
  • Conduct and/or participate in meetings with service partners, districts, System management and operations staff.
  • Provide leadership and motivate peers and other technical staff.
  • Perform work with a high level of autonomy and is responsible for visible National IT efforts and related actions.
  • Cultivate relationships with senior and officer-level technical staff to facilitate collaboration.
  • Exhibit sound judgment, strong technical skills, innovation and creative thinking.


Required Qualifications
  • Bachelor’ s degree from a four-year college or university with major or coursework in Business, Computer Science, Management Information Systems (MIS).
  • 4+ years of Information Technology experience in a related area (such as second- and third-level service desk, network, server, database, telephony, middleware or server support) required.
  • 1+ year of experience coordinating major incidents, changes or problem management preferred.
  • General technical knowledge and related competencies of distributed information systems technologies (i.e., UNIX and Windows operating systems, WebSphere Application Server, Oracle Database, MQSeries, Web Application Infrastructure (WAI), Performance, Storage, etc.).
  • General knowledge of IT and interdependencies in a large scale, enterprise-wide complex operation.
  • Demonstrated technical documentation skills to prepare and complete views and components of applications.
  • Preferred certifications include: ITIL Foundations Certification/Senior analytical skills.
  • Senior-level negotiating skills to obtain needed technical support for customers.
  • Effective interpersonal skills to build and maintain strong partnerships.
  • When communicating, exhibit confidence, clearly and concisely presents and explains technical information, reacts well under pressure, and develops skills in negotiation, persuasion, and diplomacy.


Adaptive Solutions Group offers a competitive compensation and benefits package that includes medical, dental, STD/LTD, life insurance coverage, 401k, paid vacation and holidays.

Adaptive Solutions Group is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.

Krystal Dozier

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