✦ Luna Orbit — IT Support & Helpdesk

IT Specialist II - Incident and Problem Management

at Entergy

📍 New Orleans, Louisiana, United States Hybrid Posted March 29, 2026
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Position Details

Type Full-Time
Experience mid
Exp. Years 2+ years
Education Bachelor's degree in Computer Science, Information Technology, or a related field.
Category IT Support & Helpdesk

About this role

IT Specialist II focusing on incident and problem management within the energy sector, using ITSM tools to analyze tickets, identify patterns, and drive permanent resolutions with ITIL-aligned practices.

Key Responsibilities

  • Analyze IT incident and service request tickets for patterns and trends across IT Service Delivery areas
  • Investigate recurring system and organizational deficiencies and review RCA details
  • Prepare and present reports on incident trends, problem management insights, and system performance
  • Collaborate with IT Service Delivery teams to seek permanent resolutions
  • Maintain documentation of problem resolutions, corrective actions, and lessons learned

Technical Overview

Hands-on ITSM experience with ServiceNow/Jira/Remedy; RCA and ITIL knowledge; data analysis and reporting; cross-functional collaboration in IT service delivery.

Ideal Candidate

The ideal candidate is an IT professional with 2+ years in IT problem and incident management, proficient with ITSM tools (ServiceNow, Jira, Remedy) and ITIL, capable of analyzing incidents, performing RCA, and communicating findings clearly to leadership.

Must-Have Skills

Bachelor's degree in Computer ScienceInformation Technologyor a related field.2+ years of experience in IT problem and incident management.Experience with ITSM tools (e.g.ServiceNowJiraRemedy).Experience with ITIL frameworkStrong analytical skills

Nice-to-Have Skills

Utility experience with Human Performance tools and controls preferred

Tools & Platforms

ServiceNowJiraRemedy

Required Skills

ITSM toolsServiceNowJiraRemedyITILRoot Cause AnalysisRCAIncident ManagementProblem ManagementData AnalysisReportingExcel

Hard Skills

ITSM ToolsServiceNowJiraRemedyITILRoot Cause AnalysisRCAIncident ManagementProblem ManagementData AnalysisReportingMicrosoft Excel

Soft Skills

Excellent communicationPresentation skillsTeam collaborationAttention to detailProblem-solvingAnalytical skills

Certifications

Preferred

ITIL Foundation

Industry & Role

Industry Energy
Job Function Analyze IT incidents and problems to improve IT operations and service delivery
Role Subtype IT Support Specialist

Keywords for Your Resume

it specialist iiincident managementproblem managementitSM toolsServiceNowJiraRemedyITILRoot Cause AnalysisRCAData AnalysisReportingHuman PerformanceHuman Performance analysisIT OperationsService Deliveryhybridnew orleansentergyinformation technologyIncident managementData analysisITSM toolsIT operations

Deal Breakers

2+ years of IT problem/incident management experience, Bachelor's degree in a relevant field, Lack of ITSM tool experience (ServiceNow/Jira/Remedy)

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