Advance your potential – and reach your goals

The Lead Technology Problem Management Analyst position will report into the Problem Management Team within the Production Operations organization.  This role will be responsible to drive processes for analyzing root cause of incidents, identifying corrective actions and tracking them to closure.     

Responsibilities

• Ensure closed incidents within the assigned scope have a related problem ticket. 
• Schedule and facilitate a formal “RCA” (Root Cause Analysis) after the resolution of any major incident (P1, P2, P3).  Invite all key participants from the incident response & resolution as applicable (L2, L3, Monitoring Analysts, Incident Commanders, Scribes, Infra, Network, Helpdesk, etc).
• Conduct RCA within set SLA turnaround times
• Conduct extensive problem analysis with attention to detail for all problem tickets within the assigned domain.  Dig deeper and ask the 5 Whys.  Prioritize problem tickets linked to incidents in this order: P1s, P2s, P3s, P4s.
• Assign action items and follow up with other teams to drive closure for:
  • Resolving the underlying root cause with technology
  • Addressing any process or training gaps
  • Improving logging, monitoring & alerting so that we can detect a potential issue before it occurs, and/or diagnose & resolve it faster
  • Addressing other areas that may have a similar problem.
  • Capturing any longer-term approaches
  • Updating SOPs and other knowledge management articles
• Determine solution workarounds until all action items are closed
• Coordinate reporting of open problems, aging problems, recurring impact from problems, closed problems, etc. Include categorization, overall reporting and domain specific reporting.  Show trending.  Facilitate meetings with other teams to share the reporting and drive toward closure on all Problem tickets in this assigned domain. 
• Build out Knowledge Management.  Write articles, manage articles, enable self service through knowledge.
• Be Proactive: Identify problems based on trend analysis from past incidents (heavy hitters) & monitoring data.  Open problem tickets if they don’t already exist and follow through. 
• Provide leadership to other cross-functional team members helping to identify root cause of problem, identify corrective actions and track them to closure.  Coach other members of the Problem Management function. 
• Recommend ideas on how to mature the Problem Management space.  Upon alignment with leadership, contribute to driving those maturity improvements. 

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or Related field
• Minimum experience of 4 years working in a Technology organization
• Analytical mindset and ability to grasp complex topics
• Understanding of application and infrastructure stacks and technologies
• Excellent verbal and written communications
• Intermediate experience with Microsoft Office (Visio, Excel, Word, PowerPoint, Outlook)
• Ability to multi-task with multiple priorities
• Proven ability to establish and maintain positive customer and team member relationships
• Excellent ability to break down and solve problems through quantitative thinking and analysis
• Ability to exercise good judgment to identify and resolve problems
• Strong analytical skills with high attention to detail and accuracy
• Ability to research and correspond with stakeholders, responding to their questions and concerns

Nice To Have:

• ITIL training certification
• Extensive experience with Problem Management and Incident Management
• Experience as a user of the ServiceNow platform