Systems Analyst-Major Incident/ERT Focus

  • 1015 3rd Ave, Seattle, WA 98104, USA
  • Full-time

Company Description

“We’re not in the shipping business; we’re in the information business” -Peter Rose, Expeditors Founder

Global supply chain management is what we do, but at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to logistics.

  • 17,000 trained professionals
  • 300+ locations worldwide
  • Fortune 500
  • Globally unified systems

Job Description

Key Responsibilities (During Major Incident & ERT)

  • Point of contact for all Major Incidents
  • Acts  as the point of contact when performing in a Major Incident or ERT situation, collaborating with the wider IS teams and taking initiative
  • Makes decisions required to reduce the operational and business impact
  • Uses business/technology knowledge to rapidly execute the Incident Management process for all Major Incidents in order to reduce MTTR
  • Challenges any inadequate or incorrect technical queries
  • Aid troubleshooting – asks questions of technical experts to drive service restoration
  • Collect relevant incident-related information and its timeline
  • Consistent vigilance is expected - the individual will check their emails consistently, being up to speed with developing issues and supporting the impacted teams with advice and direction
  • Highly available during both business and non-business hours


Key Responsibilities (Day-to-Day Functions)

  • Works closely with the KTLO team to provide meaningful metrics
  • Regular contributor to Change Management meetings
  • Establish continuous improvement cycles for the process as a whole from beginning to end and ensuring modifications are made where applicable
  • Working with Application Support peers, compile incident timelines and summaries to support existing retrospective process
  • Escalates to development or infrastructure management to elicit additional support from leadership
  • Once resolution is implemented and root cause is conducted, develop new solutions as needed


Minimum Qualifications

  • Ability to interact with people/groups of widely varying disciplines, cultures, and backgrounds
  • Strong Incident management skills, including the ability to own and manage multiple incidents simultaneously, lead a cooperative effort among members of a team to react to an incident and resolve to customers/business’ satisfaction
  • Proven track record in facilitating the resolution of complex, mission-critical problems in high availability systems with a strong customer focus
  • Sense of urgency
  • Strong analytical & problem solving skills
  • Deductive Reasoning
  • Problem Solving

Desired Qualifications

  • Communicate confidently and assertively with different management layers as required
  • Ability to coordinate a large group of technical contributors during high priority incident and retain control
  • Maintaining a professional demeanor and attitude while being assertive
  • Ability to challenge information if the response does not fit the situation

Additional Information

Expeditors offers excellent benefits:

  • Paid Vacation, Holiday, Sick Time 
  • Health Plan: Medical, Prescription Drug, Dental and Vision
  • Life and Long Term Disability Insurance 
  • 401(k) Retirement Savings Plan 
  • Employee Stock Purchase Plan
  • Training and Personnel Development Program

All your information will be kept confidential according to EEO guidelines.

Successful candidates must pass a background check.

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