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Information Technology
3 months ago
Job Description: The Problem Management analyst role would assist the Problem Management team with identifying, analyzing, and resolving problems within IT service management practice. We are seeking a highly analytical and detailed oriented Problem analyst to play a crucial role in working closely with various IT and business support teams to ensure timely resolution and identification of issues to mitigate the occurrence of Major Incidents/Incidents.
• Key Responsibilities
Problem Identification and Analysis:
o Monitor IT systems to identify recurring issues and potential problems.
o Analyze incident records to identify trends and root causes of issues.
o Perform detailed investigations into complex problems to determine root causes.
• Problem Resolution:
o Collaborate with IT teams and stakeholders to develop and implement effective solutions.
o Document and track the progress of problem resolution efforts.
o Ensure that resolved problems are adequately documented and communicated to relevant parties.
• Continuous Improvement:
o Propose and implement process improvements to prevent the recurrence of problems.
o Conduct post-implementation reviews to assess the effectiveness of solutions.
o Maintain and update problem management databases and knowledge bases.
• Reporting and Documentation:
o Prepare detailed reports on problem trends, root causes, and resolution efforts.
o Maintain accurate and comprehensive documentation of problem management activities.
• Stakeholder Communication:
o Act as a liaison between technical teams and business stakeholders.
o Communicate problem status, resolution plans, and impacts to relevant parties.
• Compliance and Best Practices:
o Ensure adherence to ITIL (Information Technology Infrastructure Library) best practices.
o Stay updated on industry trends and advancements in problem management.
Qualifications:
- Bachelor's degree in information technology, Computer Science, or a related field.
- Minimum of 3 years of experience in IT problem management, incident management, or a related role.
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills.
- Familiarity with ITIL framework and best practices.
- Proficiency in problem management tools and software (Service Now or Similar ITSM tool preferred)
- Ability to work effectively in a fast-paced and dynamic environment.
- Strong attention to detail and organizational skills.
Certifications (if wanted):
ITIL V3/4 Foundation or higher.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education Level: Bachelor's Degree
Education Details: Computer Science, Information Technology, or related field
Experience: 3 years of relevant experience.
In Lieu of Education
In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
Preferred Qualifications
Knowledge, Skills and Abilities (KSAs)
Ability to motivate self and foster a culture of continuous improvement and agile execution., Proficient
Knowledge of process engineering methods and evaluation criteria., Proficient
Knowledge of process improvement techniques., Proficient
Knowledge of process mapping and documentation techniques., Advanced
Ability to work with data and analytics., Proficient
Additional Skills: Top 5 Required Skills:
1. Analytical Thinking:
- Ability to dissect complex problems and identify root causes.
- Skill in data analysis to spot trends and anomalies.
- Strong logical reasoning to evaluate potential solutions and their impacts.
2. Communication Skills:
- Excellent verbal and written communication to convey technical issues to non-technical stakeholders.
- Active listening to understand the concerns and needs of different departments.
- Ability to facilitate reoccurring discussions with technical and nontechnical resources to provide understanding of issue to present to a wide range audience of stakeholders
3. Technical Proficiency:
- Solid understanding of IT systems, infrastructure, and software applications.
- Familiarity with problem management ITSM tools and software.
- Comfortability in holding technical meetings, workshops, and presentations with internal and vendor support teams
4. Problem-Solving Ability:
- Creative thinking to develop innovative solutions to prevent recurring issues.
- Proactive approach to identifying potential problems before they impact the business.
- Effective decision-making under pressure.
5. Attention to Detail:
- Precision in documenting problem details and resolution steps.
- Thoroughness in conducting root cause analysis and post-implementation reviews.
- Meticulousness in tracking and managing multiple problem resolution efforts simultaneously.
**Talteam Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.**
