Incident Management Analyst

The Clearing House

. Coordinate incidents from identification through resolution and closure .

Posted 9/21/2026full-timeCharlotte • North Carolina • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Incident Management, including coordination, documentation, and resolution of incidents while effectively communicating with technical and non-technical stakeholders. Proven ability to analyze incidents, prepare post-mortems, and implement improvements in a complex operational environment.

Highest-signal resume keywords

Incident ManagementAnalytical SkillsCross-Functional CoordinationDocumentation SkillsServiceNow

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Incident ManagementProduction SupportService ManagementRoot-Cause AnalysisPost-Mortem PreparationIncident DocumentationImpact AssessmentCorrective Actions TrackingMetrics ReportingRegulatory Compliance

Soft Skills

Problem-SolvingWritten CommunicationVerbal CommunicationAttention to DetailJudgment

Tools & Technologies

ServiceNowIT Service Management Platforms

Industry Keywords

Financial ServicesPaymentsFinancial Market InfrastructureOperationally Critical EnvironmentIncident Management Frameworks

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Coordinate incidents from identification through resolution and closure
Facilitate incident calls, focusing on impact assessment, service restoration, client considerations, and escalation
Classify, document, communicate, and manage incidents according to established procedures
Maintain incident records, including timelines, impacts, decisions, actions, and resolution details
Partner with Service, Operations, Technology, Product, Risk, and other functions to drive incident resolution
Support internal, executive, and client-facing incident communications
Prepare incident post-mortems within the established two-week target
Document, assign, and track corrective and preventative actions through completion
Follow up on outstanding information and actions required for incident documentation and post-mortems
Identify recurring incident themes and opportunities to strengthen processes, controls, monitoring, and procedures
Support implementation of improvements identified through incidents and post-mortem reviews
Maintain Incident Management records, procedures, templates, and supporting documentation
Support preparation and validation of Incident Management metrics and reporting
Escalate risks, delays, recurring issues, and other matters to the Team Lead or Service leadership
Participate in audit, risk, regulatory, and governance activities involving Incident Management
Share knowledge and lessons learned with team members
Support other Incident Management priorities and continuous improvement initiatives

Requirements

What you’ll need

Experience in incident management, production support, operations, service management, or a related discipline within a complex operational environment
Strong ability to manage multiple priorities and independently drive assigned work to completion in a time-sensitive environment
Strong analytical and problem-solving skills
Strong written and verbal communication skills with technical and non-technical stakeholders
Strong documentation skills and attention to detail
Ability to coordinate and influence cross-functional stakeholders without direct authority
Ability to exercise sound judgment and appropriately escalate issues
Preferred: experience within financial services, payments, financial market infrastructure, or another highly regulated and operationally critical environment
Preferred: knowledge of formal Incident Management frameworks and practices
Preferred: experience preparing post-mortems, root-cause documentation, incident summaries, or similar materials
Preferred: experience with ServiceNow or comparable IT service management platforms

Benefits

Comp & perks

Full-time employment
Standard office equipment available