Job Description

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The role of the Incident Management Analyst is to monitor and drive resolutions to critical issues that affect the availability and performance of Paycom systems for our clients. As an Incident Management Analyst, you will organize and manage all efforts and processes for critical issue discovery, remediation, and documentation, as well as communicate with executive level stakeholders.

RESPONSIBILITIES

• Assist senior team members during incidents, and assist in all documentation efforts
• Provide strong communication and workflows for incidents deemed less critical
• Utilize team owned change management tracking system and build reporting for business units
• Shadow NOC and SOC employees and ensure they are knowledgeable on escalation processes
• Work team tickets and ensure SLAs are met
• Assist in evaluating the severity of all incidents and coordinate response efforts
• Assist in all communication efforts during incident responses
• Assist in leading post-incident reviews and create proper documentation of incidents. Follow-up to ensure all suggested improvements are evaluated and implemented
• Advocate for strong monitoring, alerting, and communication efforts for all Paycom technologies
• Performs additional duties and assignments as requested

Education/Certification:

• Bachelor's degree

Experience:

• 2+ years of related experience in the Information Technology industry

Skills/Abilities:

• Effective troubleshooting steps across a wide range of technologies
• Knowledge of escalation procedures and the ability to act upon them in a high stress situation
• Basic understanding of enterprise change management platforms and their purpose
• Participation in, and management of on-call rotations
• Microsoft Server OS configuration and maintenance
• Collaboration and communication tools
• Document management and ability to clearly articulate in depth technical concepts on incident reports
• A working understanding of technical terminologies to effectively communicate with SMEs
• Proficient in preparing clear, accurate, and appropriate communication
• Excellent on-the-fly communication skills, both written and verbal
• Strong organizational skills
• Work for extended time at keyboard/terminal
• Maintain effective working relationships with supervisor and coworkers
• Work flexible hours, including weekends and evenings

Paycom is an equal opportunity employer and prohibits discrimination and harassment of any kind. Paycom makes employment decisions on the basis of business needs, job requirements, individual qualifications and merit. Paycom wants to have the best available people in every job. Therefore, Paycom does not permit its employees to harass, discriminate or retaliate against other employees or applicants because of race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, military and veteran status, age, physical or mental disability, genetic characteristic, reproductive health decisions, family or parental status or any other consideration made unlawful by applicable laws. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation benefits, and separation of employment. The Human Resources Department has overall responsibility for this policy and maintains reporting and monitoring procedures. Any questions or concerns should be referred to the Human Resources Department. ****To learn more about Paycom's affirmative action policy, equal employment opportunity, or to request an accommodation - Click on the link to find more information: paycom.com/careers/eeoc

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