Incident Management Analyst

Description (Why Work Here)

We Create Opportunity ERC is a growing full service, end-to-end provider for every aspect of the customer life-cycle servicing clients nationwide with over 6,000 employees across multiple locations.  Because of our relentless dedication to deliver nothing less than exceptional, our company continues to grow.  Join us and you will too.  We’ll provide you with the tools, training and a team who will guide you and help you grow.  And along the way you’ll work with smart, fun people while receiving a great benefits package and earn some serious perks.   
  • Competitive salary
  • Uncapped referral bonus potential
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Responsibilities (Who we're looking for)

We Don’t Breed the Weak


Let’s keep it real. We haven’t gotten this far by simply checking the boxes and delivering the bare minimum. We are a team of real go-getters – the kind of people who seek out challenges, attack the day and outperform themselves. Bottom line, you have the opportunity to elevate your career by giving 100% every day to reach your full potential and prove you want to be more than average.


Required Qualifications:

  • Bachelor’s degree in IT related field or equivalent work-related experience within ITSM field.
  • Three plus years of experience working as a ITSM Technician.
  • General Knowledge of IT infrastructure and application architectures
  • Ability to work flexible hours.
  • Good written and verbal communication skills.
  • Skilled in using Microsoft Office applications including Excel.
  • Highly proficient in spoken and written English.
  • Ability to work well under pressure.
  • Strong customer service abilities, analytical, interpersonal skills required.  Must have initiative and able to work with minimal supervision.
  • Executive and professional facing presence

Qualifications (Why this position)

We Don’t Believe In Limits


We thrive on challenges, embrace the unknown and lead with an innovative spirit. And we embrace our diverse team – because our ideas come from all angles, perspectives and corners of the world.


Job Summary:

Under the direction of the Director of I.T. Service Management, will be responsible for monitoring IT Services and ensure everything is running smoothly. This position is responsible for coordinating and leading the mitigation efforts of any disruption of services.  This position will also be responsible for review all Change requests to ensure all protocols are being followed when Changes are being made to the ERC environment. 


Job Responsibilities Include but not limited to the following:

  • Monitoring the performances of various IT systems.
  • Responding to network alerts and hardware malfunctions.
  • Following escalation protocols for each IT component.
  • Communicating with the appropriate audience on status on system outages.
  • Tracking and documenting IT systems issues and compiling incident and Change reports.
  • Hosting conference calls for critical incidents, gathering details of incidents and reporting on status of resolution.
  • Create and manage different aspects with in the inhouse ticketing system.
  • Triage tickets to the proper ticketing queue.
  • Communicate with senior management in a clear and concise manner.
  • Reviewing change requests for completeness as outlined by SOP and communicating with IT management.
  • Ability to work independently with minimal supervision
  • Responsible for meeting or exceeding service level agreements.
  • Other duties and special projects as assigned.
  • Responsible for timely implementation of technology projects. Leading a team to complete projects.




ERC is an Equal Opportunity Employer.





Job Overview

Date Posted



Information Technology


Jacksonville, FL, US


Salary based on experience

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