Job Description: Incident Management Analyst

Onsite - Charlotte, NC

12 Months contract

W2 ONLY

What are the top 3 skills required for this role?

ServiceNow Reporting

ITIL

Power BI, Tableau

Job Description/ Responsibilities

• Perform thematic analysis across incidents, outages, defects, service disruptions, and operational events to identify recurring patterns, systemic breakdowns, and emerging risk themes.

• Develop and maintain metrics, dashboards, scorecards, and executive reporting that measure problem volume, aging, repeat incidents, root cause themes, remediation progress, and service impact.

• Analyze structured and unstructured operational data to uncover trends that inform service improvement, stability efforts, and risk reduction.

• Partner with engineering, production support, infrastructure, service management, and risk stakeholders to ensure problem records are actionable, root causes are understood, and corrective actions are tracked to completion.

• Translate technical findings into clear, concise insights tailored to both technical and non-technical audiences, including senior leadership.

• Support continuous improvement efforts that enhance operational discipline, strengthen governance, and improve the quality and usefulness of management reporting.

• Promote a culture of ownership, collaboration, and continuous learning consistent with Truist’s values and teammate experience.

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Required Qualifications

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree in Information Systems, Computer Science, Business, Engineering, Analytics, or related field, or equivalent education and related training.

• 5+ years of experience in Problem Management, Incident Management, IT Service Management, Technology Operations, or Operational Risk.

• 3+ years of experience in metrics, reporting, analytics, trend analysis, or operational insight generation.

• Demonstrated experience conducting thematic analysis across operational or service-related datasets.

• Experience building and delivering executive reporting, dashboards, KPIs, and performance metrics in a complex enterprise environment.

• Strong ability to synthesize large volumes of operational data into concise findings, actionable recommendations, and management-level insights.

• Proven ability to work across cross-functional teams and influence stakeholders without direct authority.

• Strong written and verbal communication skills with the ability to present complex issues in a simple, business-relevant way.

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Required Skills

Problem Management and ITSM

• Strong knowledge of Problem Management principles, including trend analysis, root cause coordination, corrective action tracking, and governance.

• Solid understanding of ITIL / ITSM disciplines, especially Incident, Problem, Change, and Knowledge Management.

• Experience improving operational stability through proactive identification of recurring issues and systemic breakdowns.

Thematic Analysis

• Ability to identify patterns and themes across incidents, defects, outages, and service interruptions.

• Experience creating repeatable categorization models, issue taxonomies, and trend frameworks.

• Strong investigative mindset with the ability to connect disparate data points into a cohesive operational narrative.

Metrics, Reporting, and Visualization

• Experience designing and maintaining metrics frameworks, scorecards, dashboards, and leadership reporting.

• Proficiency with tools such as Power BI, Tableau, Excel, ServiceNow Performance Analytics, or similar reporting platforms.

• Strong understanding of KPI development, trend interpretation, and performance measurement.

Data Analysis

• Advanced proficiency in Excel, including pivot tables, lookups, formulas, and data summarization techniques.

• Experience working with SQL or other data extraction/querying tools preferred.

• Ability to validate data quality, identify anomalies, and generate insights from large and complex datasets.

Communication and Collaboration

• Excellent verbal, written, and presentation skills.

• Ability to tailor communication for technical teams, business partners, and senior leadership.

• Strong collaboration and facilitation skills in matrixed environments with multiple stakeholders and priorities.

Years of Experience: 9.00 Years of Experience

W2 ONLY -LOCAL- Need Incident Management Analyst - Charlotte, NC

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