Incident & Escalation Analyst

Insight Global is looking to hire a consultant to support incident and escalation management by digging into operational issues, mapping current‑state processes, identifying root causes, and synthesizing cross‑functional inputs into clear, actionable narratives. It’s a problem‑solving and analysis‑heavy role designed to bring clarity to complex operational failures—without owning project management or technical implementation.

Day‑to‑Day Responsibilities

- Map current‑state processes to understand how work actually flows and where breakpoints occur
- Conduct end‑to‑end sanity checks beyond the visible failure point
- Investigate incidents by gathering inputs from multiple teams and validating assumptions
- Synthesize findings into a coherent story that explains what happened and why
- Document insights through flows, one‑pagers, and decks
- Support communications to stakeholders during escalations
- Perform cross‑team alignment checks (policy, risk, regulatory, operational, technical)
- Spot related or downstream issues that may not be immediately visible

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

- Strong analytical and problem‑solving skills — able to break down ambiguous issues
- Process thinking — comfort mapping workflows and identifying breakpoints - using viseo, lucid chart or similar tools
- Excellent written and verbal communication — can turn complex investigations into clear narratives
- Cross‑functional collaboration — experience working with operations, risk, product, and technical teams
- Ability to synthesize large amounts of information into concise, actionable insights
- Comfort with ambiguity and navigating incomplete information
- BA/BSA‑like profile with strong systems + process intuition

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.