Job Description

Get to Know Us:

It's fun to work in a company where people truly believe in what they're doing!

At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications.
Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance.
Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers.

Work, Play and Grow at BlackLine!

Make Your Mark:

The Incident and Problem Management Analyst is part of BlackLine's Cloud Operations group and is jointly responsible for ensuring timely incident response and Problem Management. This is a multi-discipline role within the Service Management team. Responsibilities include major and escalated incident management, Problem Management, internal stakeholder and external customer communications, and reporting.

You'll Get To:

• Confidently lead the recovery of high profile, major and crisis technology incidents within complex environments. Focusing fully on the restoration of service and minimum disruption using various methodologies and management techniques.
• Acting as a single source of status information, delivering clear, timely and accurate business and technical communications across the organization.
• Take joint responsibility in the governance of the Incident and Problem Management end to end process with cross technology teams ensuring all KPI's are met, and a high standard of management and reporting are consistently achieved.
• Lead and facilitate post-mortem and RCA tasks for high-priority incidents.
• Produce comprehensive incident and problem reports to all required audiences.
• Co-own Problem Management activities for all managed incidents.
• Identify individual and at scale emerging problems and escalate issues into Problem Management queue.
• Monitor incident and problem management queues to ensure the OLA's are met.
• Conduct Root Cause Analysis for all escalated incidents and Problem Management tickets.

What You'll Bring:

Technical/Specialized Knowledge, Skills, and Abilities:

• Bachelor's degree in related field
• Excellent English language writing and speaking skills.
• 3-5yrs relevant experience
• Experience of working within organizations aligned to Service Management methodologies such as ITIL. ITIL v3 or ITIL v4 Foundation's certification is beneficial.
• Professional experience aligned to ITIL Service Management practices for Incident and Problem Management in a global organization.
• Understands the complete incident workflow from incident inception, to postmortem, and action item follow-up.
• Skilled at documenting incident artifacts
• Understands how to use the 5-whys and/or cause and affect analysis to get to the real root of the problem.
• Experience operating in multi-platform Technology environments.
• Understanding of Three-Tier architecture design and implementation.
• Understanding of exposure to SQL, large scale storage systems, Microservices, and API technologies.
• Understanding of and exposure to DevOps, Observability, SRE and Agile.
• Able to effectively explain technical issues and situations in non-technical terms for business stakeholders.
• Understanding of general technology concepts, networking, server management, application development, operating systems.
• Calm under pressure
• Participate in overnight and weekend on-call shifts.
• Wants to rush to the computer when paged with a mindset of resolving the incident quickly and efficiently.
• Assist in continuous improvement projects.
• Knowledge and experience with Jira, PagerDuty, MS-Teams, Confluence, monitoring and logging software search is beneficial.
• This role's primary focus is to provide oustanding and timely communication directly to our Top 25 and Elite level customers.

Also that it will be expected that the applicant be equally comfortable discussing our product with everyone from end users to C-Suite.

We’re Even More Excited If You Have:

• Effective time management and organizational skills
• Work independently as well as in a team environment
• Analytical and problem-solving skills
• Maintain confidentiality
• Working knowledge of Continuous Improvement
• Handle multiple projects simultaneously within established time constraints
• Proficient computer skills, including experience with Microsoft Office Suite, internet
• Perform under strong demands in a fast-paced environment
• Work professionally with customers and co-workers to efficiently serve our customers, treating both with enthusiasm and respect
• Display empathy, understanding, and patience with employees and external customers
• Respond professionally in situations with difficult employee/vendor/customer issues or inquiries
• Ability to work in a 24/7 environment
• Proven written and verbal communication skills with multiple levels of an organization, including interaction with senior level business partners within the company
• Must work well under pressure, balancing multiple priorities and objectives, handles conflict well with engineers and leadership during incident situations
• Experience working with the Exigence incident management tool is a plus