Inspire

Incident and Problem Management Analyst

Atlanta Support Center

Sponsorship not specifiedDetected 1 day ago

Incident ResponseStakeholder ManagementProcess ImprovementLeadershipCommunicationCollaborationProblem SolvingCritical ThinkingMicrosoft Office

About the role

The Incident & Problem Management Analyst is responsible for ensuring a cohesive Incident Management, Major Incident Management, and Problem Management practice across Inspire Brands Shared Services.
This role is responsible for crafting clear, concise, and business-focused communications for senior leadership throughout the incident lifecycle, translating complex technical issues into actionable business updates.
Inspire is a multi-brand restaurant company whose portfolio includes more than 33,300 Arby's, Baskin-Robbins, Buffalo Wild Wings, Dunkin', Jimmy John's, and SONIC restaurants worldwide.

Lead and coordinate Major Incident Management activities for enterprise technology services and platforms.
Facilitate and lead technical bridge calls during critical incidents.
Drive accountability across support teams and ensure clear ownership of resolution activities.
Maintain command and control throughout the incident lifecycle.
Support high-visibility business events, hypercare periods, and executive escalations when service disruptions occur.
Identify, classify, and manage problem records to prevent recurring incidents.
Drive Root Cause Analysis (RCA) efforts following major incidents and significant service disruptions.
Manage problem records through closure while ensuring proper documentation and knowledge transfer.
Drive continuous service improvement initiatives that reduce operational risk and improve service stability.
Support the continual improvement of Incident, Major Incident, and Problem Management processes.

The analyst must be capable of rapidly assessing business impact, understanding system dependencies, and coordinating technical teams during high-severity incidents.
Bachelor's Degree in Computer Science, Information Technology, Management Information Systems, or a related field.
Minimum of 3 years of experience in a medium to large enterprise environment.
3+ years of experience defining, implementing, and improving IT Service Management (ITSM) processes.
3+ years of experience supporting Incident Management, Major Incident Management, and Problem Management practices.
Knowledge of the Three Lines of Defense model, preferably within a multi-brand shared services organization.
Demonstrated ability to rapidly learn complex enterprise application ecosystems and business processes.
Ability to assess outage impacts across interconnected business and technology platforms.
Coordinate resources and processes required to resolve enterprise-wide outages and service disruptions.
Education
Experience
Experience leading incident bridge calls and coordinating cross-functional technical teams.
Experience facilitating Root Cause Analysis (RCA) and driving corrective actions to resolution.
Experience creating executive-level communications during technology incidents and service disruptions

ITIL Foundation Certification or equivalent ITSM certification.
Experience supporting digital commerce, customer identity, integration, middleware, or enterprise platform environments.
Experience supporting highly integrated enterprise ecosystems with complex application dependencies.
Familiarity with transaction flow analysis, service dependency mapping, and impact assessment methodologies.
Experience supporting multi-brand organizations and shared services operating models.
Experience with reporting, service analytics, and continuous improvement programs.
Major Incident Leadership
Problem Management

Knowledge, Skills & Abilities
Strong understanding of Incident Management and Problem Management principles within an ITIL framework.
Strong analytical, troubleshooting, and problem-solving skills.
Exceptional verbal and written communication skills.

This listing is sourced directly from Inspire's careers page and normalized into a canonical job model.