Systems Support AnalystLocation: Durham NCDuration: Long TermThis role is an Incident Manager with strong ITSM/ITIL/ServiceNow experience.Top Skills:Previous experience with ITSM is a must along with great communication skills.Having experience with Servicenow and/or incident management would be a huge plus.ITSM or ITIL usually work the best with this team.The Expertise and Skills You Bring:Bachelor’s degree preferred5-8 years in a similar operational role preferredMust have the ability to command incident triage bridges ensuring quickest possible mitigation, including incident facilitation, troubleshooting/triaging capabilities and recommendations for incident mitigationPublish clear and concise incident communications that provide subscribers with relevant information including business impact and mitigation statusCapability to partner with BU teams on stability opportunities based upon reporting/trending findings as well as operational readinessKnowledge of Cloud, Network, Infrastructure & Microsoft Office productsAbility to quickly learn new concepts and technologies to support day to day operationsCustomer orientated personality exhibiting professionalism and enthusiasmAnalytical & detail orientated thought process with the ability to take methodical approach to activities such as data analysis & stability trendingGood technical background with the ability to discuss architecture, hardware and software conceptsMust have full understanding of the ITIL practices to support the day-to-day operationsExcellent verbal and written communication skills.Demonstrate ability to form trusted working relationships with business unit stakeholders through collaboration and enhanced effective communications.Experienced in DevOps and Agile practicesExperienced user of ITSM products