About Careertakes

👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.

Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.

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What You’ll Do

Confidential Client is seeking an Incident Management Analyst to support incident lifecycle management, coordination, documentation, and continuous improvement across IT operations. This role focuses on operational incident response, stakeholder communication, vendor coordination, and process discipline in an IT environment.

• Triage, investigate, and prioritize incidents based on severity and impact
• Coordinate cross-functional teams and external vendors to drive timely resolution
• Maintain accurate incident records, logs, and post-incident reports
• Support major-incident and crisis communications to technical and non-technical stakeholders
• Participate in post-incident reviews and contribute to lessons-learned and process improvements
• Assist with change management and problem management efforts, including root-cause analysis
• Produce and maintain dashboards, operating procedures, knowledge articles, and vendor performance reports
• Ensure incident workflows and handoffs follow ITIL-based practices and organizational policies

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Leadership & Collaboration

• Foster inclusiveness, teamwork, and strong working relationships across IT, clinical, operational, and vendor teams
• Coach and mentor peers when applicable; escalate and resolve people/process issues appropriately
• Use data and reporting to drive accountability and continuous improvement
• Make timely decisions, demonstrating sound judgment and alignment with organizational priorities

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Customer Service & Communication

• Deliver high-quality, courteous service in all interactions
• Translate technical issues into clear operational and executive-level updates
• Communicate frequently and diplomatically with internal and external stakeholders

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Health, Safety & Compliance

• Follow applicable safety policies and participate in required training
• Maintain confidentiality and comply with organizational policies and regulatory requirements

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Minimum Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, Healthcare Administration, or a related field required
• Entry-level to 1–2 years’ experience in IT support, operations, or a related function
• Familiarity with ITIL principles and incident management practices
• Strong written and verbal communication skills and attention to detail
• Ability to perform in high-pressure incident response scenarios and coordinate multiple teams

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Preferred / Nice-to-Have

• Master’s degree preferred
• ITIL Foundation certification preferred
• ServiceNow administration, implementation, or platform certification preferred
• Experience with incident management platforms (ServiceNow, Jira) and reporting/dashboard tools
• Experience managing vendor performance and service level expectations

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Salary & Employment Type

• Employment type: Full-time
• Estimated pay (provided by source): $120,341 per year (estimated)

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Location & Note

• Position location: Prestonwood, TX
• This posting is for a Confidential Client in the IT industry. Applicants will be employed by the Confidential Client if hired.

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Equal Opportunity & Hiring Transparency

Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.

If you have questions about how your data is used, please contact us directly.