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Incident Management Analyst

  • Location: Fort Worth, 76177
  • Salary: $48.00 - $50.00 / hour
  • Job Type:Contract

Posted about 2 months ago

Very large global Supply Chain company is hiring an Incident Management Analyst / Coordinator for a long-term contract role (12 months+). This role will involve a lot of communication and coordination between several technical teams to track and resolve technical issues within the company, therefore you must have excellent communication skills, be self driven, and must be very organized.

This role is 100% remote, so you can live and work from home anywhere in the U.S. This role involves an on-call rotation, which will occur every 4 weeks.


  • Ensure that Major Incidents assigned to their Support Groups are resolved and that service is restored
  • Ensures proper recording of incidents throughout resolution process.
  • Establish process to document improvement where the KB process procedures and supporting technology is reviewed and enhanced where applicable.
  • Determines if an incident needs to be escalated according to priority and urgency of the issue.
  • Identify potential problems and/or increasing trend of repetitive Incidents. Create Problem tickets for the trends.
  • Identify, initiate, schedule and conduct incident reviews
  • Promote and reinforce adherence to the process and policies associated with Incident Management
  • Participate in Incident review following major Incidents
  • Represent the stages of escalation for Incidents
  • Responsible for assigning incidents to a group or division
  • Escalate all process issues to the Manager
  • Create Knowledge Base with repeatable procedures with a goal of reducing the number of Incidents


  • Ability to Analyze a high volume of technical data and work in a fast-paced environment
  • Strong Knowledge of IT Service Management software including ITIL (ITIL Certification preferred)
  • Ability to collaborate with Technical and Non-technical teams
  • Strong Problem solving, analytical, and time management skills
  • Experience working with IT systems and software such as ServiceNow, SolarWinds, App Dynamics, DataDog
  • Remediation assessment and change management experience
  • Ability to communicate to end-user community, tailoring the communication style/method effectively and clearly to the specific need and be able to discuss technical solutions in a non-technical manner


  • ServiceNow (required)
  • Working knowledge of Transportation Management and Warehouse Management Solutions (highly preferred)
  • Oracle / SQL knowledge (preferred)
  • Network / Network Security knowledge (preferred)
  • SolarWinds knowledge (preferred)
  • App Dynamics knowledge (preferred)
  • DataDog knowledge (preferred)

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.

For hourly W2 contract roles MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options.  Please see for more information.

For direct hire placement with our clients, benefits would be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.