Incident Analyst

**Job Profile**

The Incident Analyst - Trainee is accountable for the ongoing incidents and provide/request updates within the incident lifecycle and looks for opportunities to improve the performance of services to deliver enhanced value to the business.

You will have the possibility to act as an ITIL analysist and develop existing processes, procedures and methods to promote effective business and systems operations through standardization, improvement, simplification and discontinuance

As an Incident Analyst - Trainee you will establish and maintain a strong and productive relationships with key stakeholders ensuring that the service requirements of the business are understood and are incorporated into a framework of continuous improvement. You will also:

- Ensure incidents are escalated and facilitated to enable efficient and timely service restorations;
- Communicate with all levels of management regarding Priority 1 and Priority 2 incidents;
- Perform trend analysis on incidents in order to identify and prevent them;
- Perform initial Priority assessments and mediate Priority assessment disputes;
- Facilitate the restoration of service. Facilitate discussions and identify resulting action item;
- Ensure the correct technical staff is working on an incident;
- Escalate issues during the issue resolution;
- Facilitate and support lessons learned reviews;
- Assist with enhancements of incident process documentation & incident reports;
- Assist in measuring and improving, information and experience within incident management;
- Ensure strong, clear and effective communication across all release stakeholders;
- Ensure standards, tools and best practices are implemented;
- Educate community about Incident Management services;
- Completes ad-hoc and ongoing projects on an as-needed basis.

**Key Accountabilities**

As an Incident Analyst - Trainee you will:

- Drive the continual improvement of ITIL processes by analyzing process performance data and measures, comparing process performance against performance targets, reporting process performance information, and recommending changes to processes, performance measures and/or targets to maximize process performance;
- Identify and uses effective benchmarks to provide references against which Service management process performance can be effectively measured and evaluated;
- Evaluate processes to identify desired outcomes and process performance drivers;
- Perform detailed analysis of processes and identifies key measures of process performance for base lining and attainment of desired outcomes;
- Develop and document Incident Management processes and procedures;
- Provide support and guidance to the technical teams as they implement service management policies;
- Understand advanced concepts and navigates the relationships between Processes, Process requirements, and business/IT management needs that are moderate to complex in nature which may span across multiple ITSM Processes.

**Knowledge, Skills and Experience Required**

Essential:

- Enthusiasm combined with a collaborative attitude;
- Excellent communication skills, both oral and written;
- English is a must, as it will be used on a daily basis to communicate with other teams and customers;
- Excellent interpersonal skills;
- Good understanding of IT concepts;
- Fluency in English.

Desirable:

- Knowledge of financial markets;
- Knowledge of Equities and Derivatives financial instruments (e.g. Futures, Options/Warrants);
- Knowledge of ITIL framework and processes.
- A hands-on mentality and a structured way of working;
- The ambition and potential to develop a successful IT career;
- Ability to multi-task and prioritize;
- Strong awareness and interest in technology;
- Superb problem solving skills;
- Experience in working effectively within a team and on your own;
- Excellent organizational skills.

**Euronext Values**

**Unity**:

- We respect and value the people we work with
- We are unified through a common purpose
- We embrace diversity and strive for inclusion

**Integrity**:

- We value transparency, communicate honestly and share information openly
- We act with integrity in everything we do
- We don’t hide our mistakes, and we learn from them

**Agility**:

- We act with a sense of urgency and decisiveness
- We are adaptable, responsive and embrace change
- We take smart risks

**Energy**:

- We are positively driven to make a difference and challenge the status quo
- We focus on and encourage personal leadership
- We motivate each other with our ambition

**Accountability**:

- We deliver maximum value to our customers and stakeholders
- We take ownership and are accountable for the outcome
- We reward and celebrate performance

We are proud to be an equal opportunity employer. We do not discriminate against individuals on the basis of race, gender, age, citizenship, religion, sexual orientation, gender identity or expression, disability, or any other legally protected factor. We v