Problem Management Analyst

Job Summary:

The Problem Management Analyst is responsible for managing the lifecycle of all IT Problems. The primary goal is to prevent incidents from happening and to minimize the impact of incidents that cannot be prevented. This role involves identifying, analyzing, and resolving problems to ensure the stability and efficiency of IT services. While the role will primarily focus on Problem Management, the candidate will be required to support in other ITSM functions (Incident, Change Management, Service Level Management) as needed.

RESPONSIBILITIES:

• Conduct root cause analysis (RCA) for all major incidents and recurring issues.
• Develop and enforce the problem management processes and procedures.
• Collaborate with incident management teams to ensure timely resolution of problems.
• Maintain and update the Known Error Database (KEDB).
• Monitor and report on problem management metrics and KPIs.
• Facilitate problem review meetings and post-incident reviews.
• Work with cross-functional teams and external vendors/partners to identify and implement permanent solutions.
• Ensure compliance with ITIL best practices and organizational policies.
• Provide training and support to staff on problem management processes.
• Assist with other ITSM functions as needed.

QUALIFICATION REQUIREMENTS:

Education/Training

• Bachelor’s degree within business, computer science area or equivalent experience
• ITIL V4 Foundations (Mandatory)

Experience

• Minimum 5 years of experience in IT Service Management (ITSM), specifically in the Problem Management function.
• 1-2 years of experience in IT Operations, including production support for web applications, technical and data center operations, storage, and network management.
• Customer service experience.
• Proven experience in managing customer relationships.
• Familiarity with formal Incident and Problem Management ITIL processes.

Knowledge, Skills, and Abilities

• Extensive background in IT Service/Operations management, encompassing both Incident and Problem Management processes.
• Skilled in creating detailed management reports.
• Strong analytical and problem-solving abilities for rapid and precise Problem investigation, leading to root cause identification and resolution.
• Exceptional written and verbal communication skills, effective across all organizational levels.
• Proficient in conveying technical instructions to IT staff and advising users on problem resolutions, while preparing comprehensive status reports.
• Proven track record of building strong relationships with business and IT stakeholders, leaders, and related project and operations teams.
• Demonstrates initiative and sound judgment.
• Capable of working independently and as part of a team.
• Expert in Excel, Word, and PowerPoint.
• Energetic, self-motivated, and results-driven.
• Strong leadership and teamwork capabilities.
• Committed to continuous service improvement and self-motivated.