Incident Management Support Analyst – IMS Mainframe

Tasks

• Process member data update requests and incidents through ServiceNow.
• Gather requirements from client stakeholders and translate them into actionable tasks.
• Coordinate, prioritize, and track daily, weekly, monthly, and ad hoc activities for offshore teams.
• Perform hands-on member data updates using IMS Mainframe and related applications.
• Peer-review offshore deliverables, data updates, validation results, and documentation.
• Train and mentor offshore resources on application functionality and production procedures.
• Perform production validation activities, including occasional support around 10:00 PM Central Time.
• Create and maintain Knowledge Base articles, SOPs, and operational documentation.
• Investigate data discrepancies and support incident resolution.
• Perform data analysis, reconciliation, and validation using SAS and Excel.
• Track incidents and service requests and ensure timely resolution within SLAs.
• Coordinate escalations and provide regular status updates to client stakeholders.

Requirements

• 3–6 Years
• IMS Mainframe
• Member/Customer Data Maintenance
• ServiceNow / ITSM
• Production amp; Incident Management
• SAS & Microsoft Excel
• Client/Stakeholder Communication
• Offshore Team Coordination
• Data Validation amp; Reconciliation
• Documentation / SOP / Knowledge Base
• Strong Analytical & Problem-Solving Skills

Schedule

• 12 Months
• Day shift with occasional night-time production support

Location

• San Antonio, TX