Kforce has a client in Lenexa, KS that is seeking an IT Service & Incident Analyst II. Incident Management: * Act as the first point of contact for incident reports and service requests via multiple channels (ticketing system, email, phone) * Classify, prioritize, and escalate incidents based on impact and urgency * Coordinate with IT teams and third-party vendors to ensure timely resolution of incidents * Monitor and communicate incident progress, ensuring stakeholders are kept informed Service Management: * Track and manage service requests to ensure compliance with agreed Service Level Agreements (SLAs) * Collaborate with teams to improve and optimize service delivery processes * Provide input for the development and enhancement of IT service policies and procedures Root Cause Analysis: * Investigate recurring issues to identify trends and underlying problems * Document and share root cause analysis findings with relevant teams * Recommend preventive measures to reduce incident recurrence * Generate and analyze incident and service request metrics to identify areas for improvement * Maintain detailed records of incidents, actions taken, and resolutions * Create and update knowledge base articles for recurring issues and solutions User Support and Training: * Assist end-users in resolving IT-related issues, providing excellent customer service * Conduct training sessions or workshops to educate staff on IT best practices and tools