Staples global careers United States

Priority Incident Analyst

Function: Global Technology
Location: Staples Corporate Center, Framingham, 01702, Massachusetts
Date posted: 04/14/2017
Type: Full-time
Permanent / Contract: Regular
Job number: 1011274
Primary Responsibilities:
• Executes timely escalation and resolution of production incidents involving Staples systems, applications, computer equipment, hardware and software to meet or exceed Service Level Agreements. This includes effective communication, reporting, tracking, trending and follow-up.
• Facilitates SWATs to drive the resolution of major incidents.
• Assists in the coordination of Rapid Response & Recovery activities across the company. This includes development, management, implementation, documentation and adherence to the Major Incident and Rapid Response & Recovery Communication processes
• Monitors and assesses the occurrence of all critical incidents to ensure they are handled as quickly and efficiently as possible
• Participates in 24 x 7 crisis management on-call rotation 
• Communicates outages and updates to key stakeholders
• Contribute to the analysis to define the root cause and resolution of all incidents with the aid of Subject Matter Experts (SME's)
• Participates in the analysis of problem data, identify and recommend changes to systems and the processes in order to improve the delivery of services
• Collaborates with technical and business groups to take corrective and preventative actions
• Manages the RRR process through the use of the Service-now ticketing application
• Assist with special projects and assignments as needed

Basic Requirements: 

• Bachelor’s Degree in a Technical field or equivalent 

• 5 years+ of relevant experience in any combination of roles: operation support, problem analysis, continuous improvement, process re-engineering role. 

• Strong analytical skills that include the ability to collect and interpret system performance data including incident and change ticket data analysis for the purpose of identifying trends and recommending actions

• Strong people skills with an emphasis on conflict resolution and facilitation

• Strong written and verbal communications skills including ability to elicit support of other problem process participants and experts whose assistance may be needed to achieve resolution


Preferred Qualifications:

• 1+ years’ experience in a similar role as a Rapid Response and Recovery Analyst

• Ability to quickly learn Staples’ production applications to support the business as well as service delivery requirements of business processes

• Strong organizational and multi-tasking abilities

• Knowledge and understanding of problem management process and ability to validate problem analysts' conclusions

• Knowledge of ITIL processes

• Knowledge of the ServiceNow application 



Staples is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.