Service Delivery Incident Analyst in Charlotte,
Posted 01/13/22

AccruePartners values our contract and consulting employees. We offer a competitive benefits package to meet the diverse needs of all of our contractor and consulting employees and their family members. Here is a listing of what our company offers: 401(k) Medical, Dental, Vision, Life Insurance, Employee Assistance Program, Medical and Prescription Drug, Short and Long-Term Disability Insurance. 



  • Fortune 500 manufacturing and technology organization with significant investment in R&D and Innovation
  • Rich history with over 150 years of significant growth and innovation
  • Expanding global footprint in North America, South America, Europe and Asia
  • Industry leader within all 8 divisions and leader in each
  • Known for growing talent internally and promoting internally



  • Culture: Highly collaborative, teamwork-oriented environment
  • Growth: Make an immediate impact in this high visibility role
  • Opportunity: Ability to drive change within organization with a focus on process improvement
  • Stability: Strong executive leadership team investing in its talent and elevating the global footprint



  •  Charlotte



• Ensure that activities within Incident Service Management are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements

• Responsible for ensuring assigned incidents within a Service Line are accurate

• Responsible for communicating with the process managers and Service Integrator. Directly works with Service Desk to ensure proper recording of incidents

• Determines if an Incident needs to be escalated according to priority and severity of the issue.

• Lead SWATs for critical Priority 1 and Priority 2 incidents that require multiple support teams to resolve

• Ensure that Incidents assigned to Service Line Support Groups are resolved and that service is restored

• Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected

• Identify Incidents for review

• Lead the Incident review following Major Incidents

• Identify potential problems and/or increasing trend of repetitive Incidents

• Perform PIR prior to formally moving Incident to Problem Management

• Monitor and track incident escalations and resolutions and request handling procedures to progress toward resolution or completion

• Create knowledge articles with repeatable procedures with a goal of reducing the number of Incidents

• Collaborate with Infrastructure Service Lines and Technology Service Management Team to understand processes, identify areas for improvement and align on reporting methods

• Escalate unresolved Major incidents to leadership via communications

• Liaison between IT and external support providers

• Participate in updating operational procedures and related activities to support all delivered services.

• Monitor incidents and problems dealing with operational procedures and take appropriate action to improve reliability of operational tasks performed.

• Provide regular analysis/input on AOP (Annual Operating Plan / IT SLA Commitments) performance (IT resolution and Business Time to Resolve) via monthly feedback reports from Service Management

• Collaborate with Workspace Services, Employee Experience group, GEST / Executive Support, and Service Desk counterparts to understand processes, identify areas for improvement and align on reporting methods

• Assist in sharing regular performance results, trends and opportunities for improvement with BEIT and leadership.



 Minimum of associates degree or relevant work experience; Bachelor’s preferred. Bachelor’s in Business Management, Information Technology, or similar relevant field


• Minimum of 5 years of operational experience in an IT technical domain in a support role.


• 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 a 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



  • Employee Type: Contract
  • Location: Charlotte,
  • Category: Information Technology
  • Date Posted: 01/13/22
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