Incident Response Analyst 20-0308

  • Location: Krakow
  • Department: R1 Service Delivery
  • Work Status: Full-time

Overview

We are Relativity. A market-leading, global tech company that equips legal professionals with a powerful platform to organize data, discover the truth, and act on it.  The US Department of Justice, 198 of top 200 US law firms, and more than 70 Fortune 100 companies are among the customers who trust Relativity during litigation, internal investigations, and compliance projects. 
 
Our SaaS product, RelativityOne, has become the fastest-growing product in the company's history and we have consistently been named a great workplace. As we grow, we continue to seek individuals that will bring their whole, authentic self to our team. 
 
Join us in the transformation of the legal industry and play a pivotal role in shaping the future of the practice of law and beyond. We don’t believe in ‘ideal’ candidates, so if you see a job that sparks your interest, go for it. Wherever you’re from, however you identify, and whatever experience you have, you can belong at Relativity.  

The Incident Response Analyst is responsible for executing the Major Incident processes for incidents that have the potential or are actually having a significant impact to the business and our customers.  Will drive the major incident workflow from incident identification through incident resolution and root cause analysis with minimal disruption. The role will also fulfill basic Change Management responsibilities to ensure day to day execution of Change Management delivery and compliance with low levels of friction.  Works closely with the other ITIL practice managers to identify and minimize the cause/effect relationships between incidents, changes and problems.

Responsibilities:

  • Efficiently manage P1/P2 Incident lifecycle via execution of the Major Incident Management process tasks and coordination of process activities, documentation, and communication across internal and external stakeholders within SLAs throughout the workflow
  • Coordinate and perform root cause analysis (RCA) for P1/P2 incidents
  • Own SaaS product changes – plan, execute, escalate and facilitate various steps of the process as needed to ensure that changes are executed seamlessly and to minimize unpredicted impact from change
  • Share best practices, cross-train staff and ensure that customers and key stakeholders are kept informed during the change request process
  • Stay current with emerging trends and best practices in service management
  • Work with other ITSM team members to give input to and support our other ITSM processes
  • Complete ad-hoc and ongoing projects on an as-needed basis

Qualifications:

  • 3+ years of IT experience in technical operational/support role(s), with at least 1 year actively involved in Incident Management and Change Management
  • ITIL v3 or v4 Foundation training and certification
  • Extremely organized, analytical, attention to detail, great with time management
  • Strong interpersonal and communication skills with ability to effectively communicate, build advocacy and negotiate at all levels and translate technical terms into business impact with both internal and external customers.
  • Experience working under pressure in a fast paced environment
  • Flexibility to accommodate off hour’s conversation or work with local and international offices

About Relativity

At Relativity, we live our core values and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service, and we’re always looking for people to join us on the journey.     Relativity is a team of smart, passionate people always looking to grow, contribute, and make our product and customer service the best it can be. Our team members come from diverse backgrounds with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they’re empowered to be their full, authentic selves, regardless how you identify.    So, please come as you are. We can’t wait to meet you.    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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