Problem Management Analyst

Problem Management Analyst

Role Overview

The Problem Management Analyst is responsible for managing the lifecycle of all IT problems. The primary goal is to prevent incidents and minimize the impact of those that cannot be avoided. This role involves identifying, analyzing, and resolving problems to ensure the stability and efficiency of IT services.

While the primary focus is on Problem Management, the analyst will also support other IT Service Management (ITSM) functions, including Incident Management, Change Management, and Service Level Management, as required.

Key Responsibilities

• Conduct Root Cause Analysis (RCA) for major incidents and recurring issues.
• Develop and enforce 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 implement permanent solutions.
• Ensure compliance with ITIL best practices and organizational policies.
• Provide training and support on Problem Management processes.
• Assist with other ITSM functions as needed.

Qualifications & Requirements

Education & Certifications

• Bachelor’s degree in Business, Computer Science, or a related field (or equivalent experience).
• ITIL v4 Foundations certification (Mandatory).

Experience

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

Knowledge, Skills & Abilities

• Strong background in IT Service & Operations Management, including both Incident and Problem Management.
• Skilled in creating detailed management reports and presenting problem trends.
• Analytical and problem-solving expertise, with the ability to conduct thorough investigations to determine root causes and implement resolutions.
• Excellent communication skills (both written and verbal), capable of working across all organizational levels.
• Ability to explain technical instructions to IT staff and guide end-users on problem resolutions.
• Proven ability to build strong relationships with business stakeholders, IT leaders, and operational teams.
• Self-motivated, results-driven, and able to work independently or as part of a team.
• Expertise in Microsoft Excel, Word, and PowerPoint.
• Strong leadership and teamwork skills, with a commitment to continuous service improvement.

Working Conditions

• Hybrid model – Minimum 2 days a week in the office.
• Occasional after-hours availability may be required.