Business Continuity Operations Analyst II

Job Purpose

The Business Continuity Operations Analyst is a dual-function role embedded within daily operations while owning the lifecycle of BC/DR planning, testing, and readiness. You will provide direct support to engineering, IT, and business teams to minimize disruption impact while simultaneously assisting with developing and maintaining the plans, assessments, and exercises that ensure ICE can sustain critical operations through any scenario.

This is a 24x7 environment; the position may require weekend scheduling and shift flexibility.

Responsibilities

Operations & Incident Management

• Own incidents end-to-end: communication, escalation, follow-up, and root-cause analysis (RCA) documentation.

• Quickly assess incidents and provide management with well-conceived short- and long-term service restoration actions.

• Work with internal partners to communicate and address concerns across business units.

• Follow organizational practices for Incident Management; maintain accurate records in ServiceNow.

Business Continuity & Disaster Recovery

• Support the creation, documentation, and maintenance of Business Continuity Plans (BCP) and Disaster Recovery (DR) strategies across assigned business segments.

• Assist in conducting Business Impact Analyses (BIA) and risk assessments to identify critical business functions, dependencies, and vulnerabilities.

• Coordinate and participate in regular BC/DR tests, tabletop exercises, and simulation drills; document results and track remediation actions.

• Maintain plan repositories, contact lists, and exercise records; prepare post-exercise reports and readiness summaries for stakeholders.

• Provide operational support during actual continuity events, including communications, escalation tracking, and incident documentation.

Training, Documentation & Awareness

• Assist in training employees on emergency response procedures, continuity protocols, and incident escalation paths.

• Prepare and maintain troubleshooting guides, escalation runbooks, and procedural documentation for both operational and BC scenarios.

• Support awareness programs that keep business units informed of their continuity obligations and current plan status.

Knowledge and Experience

• Bachelor's degree (or Associate's degree with relevant experience) in Information Technology, Business Continuity, Risk Management, or a related field.
• 2-4 years of experience in IT operations, systems/application support, business continuity, or risk management.
• Operational Aptitude: Ability to remain organized and decisive under pressure when managing urgent, critical production issues.
• Analytical Thinking: Logical, root-cause-oriented approach to both technical troubleshooting and business process risk assessment.
• Communication: Strong verbal and written communication skills; able to interface effectively with technical and non-technical stakeholders at all levels.
• Reliability: Demonstrates flexibility, attention to detail, and follow-through on both operational and program responsibilities.
• Team Orientation: Able to work independently and collaboratively; willing to assist outside of defined role boundaries when the situation calls for it

Preferred

• Experience with financial markets, trading systems, or clearing operations.
• Hands-on experience with ServiceNow (Incident, Problem, Change, and/or BC modules).
• Familiarity with enterprise monitoring and automation platforms: BigPanda, PagerDuty, Rundeck.
• Proficiency with Microsoft Office Suite; experience with continuity management software a plus.
• Relevant certifications (e.g., CBCP, ABCP, ITIL Foundation) are a plus but not required.