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

The IT Specialist II - Incident and Problem Management supports IT operations by analyzing incidents, performing root cause analyses, and driving permanent resolutions. The role collaborates with Service Delivery teams to improve service health and deliver insights through reports.

Key Responsibilities

Analyze IT incident tickets for patterns
Investigate recurring deficiencies and RCA
Prepare and present incident trends reports
Collaborate with Service Delivery to seek permanent resolutions
Track human performance and lessons learned

Technical Overview

Focus on ITSM processes (ITIL), incident and problem management, RCA, and reporting using tools like ServiceNow, Jira, and Remedy; strong communication and cross-team collaboration are essential.

Ideal Candidate

The ideal candidate is an IT specialist II with 2+ years in IT problem and incident management, proficient with ITSM tools (ServiceNow, Jira, Remedy), and strong RCA/data analysis capabilities. They excel at cross-functional collaboration, stakeholder communication, and delivering clear incident/problem reports.

Must-Have Skills

Bachelor's degree in Computer ScienceInformation Technologyor a related field2+ years of IT problem and incident management experienceProficiency with ITSM tools (ServiceNowJiraRemedy)Strong analytical skillsExcellent communication and presentation skills

Nice-to-Have Skills

Utility experience with Human Performance tools and controlsExperience with RCA and ITIL

Required Skills

ITILITSMIncident managementProblem managementRCAroot cause analysisreportingdata analysiscross-functional collaborationcommunicationpresentationServiceNowJiraRemedy

Hard Skills

ITILITSMServiceNowJiraRemedyIncident managementProblem managementRoot cause analysisRCAreportingdata analysiscross-functional collaborationcommunicationpresentation

Soft Skills

analytical thinkingattention to detailteam collaborationstakeholder communication

Industry & Role

Industry Energy

Job Function Analyze IT incidents and problems to improve service delivery and operational health

Keywords for Your Resume

incident managementproblem managementITILITSMServiceNowJiraRemedyRCAroot cause analysisreportingdata analysiscross-functional collaborationcommunicationpresentationNew OrleansHybridenergyinformation technology

Deal Breakers

Lack of ITIL/ITSM experience, No experience with ServiceNow, Jira, or Remedy, Inability to work hybrid in New Orleans area

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