Problem Analyst Job Description

Problem Analyst Job Description

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Problem analyst provides leadership to the IT Business Applications in the governance of developed solutions and adherences to defined ITIL processes.

Problem Analyst Duties & Responsibilities

To write an effective problem analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included problem analyst job description templates that you can modify and use.

Sample responsibilities for this position include:

Ensures approval of the results of root cause analysis (RCA)
Supports determination of problem priority and service levels regular SLA performance data gathering
Supports the determination of remedial action implementation of corrective actions
Supports the IT Problem Management Process through the use of the ITIL Problem Management framework by discerning, researching and reporting on IT problems driving Root Cause Analysis through to problem resolution
Maintains, enhances, and drives the Root Cause Analysis process in conjunction with the technical support teams on identified problems to aid in optimum resolutions
Build business case to eliminate problems and conduct reviews with decision makers
Own and champion the Problem Management Practice including industry best practices
Sunrise (Preliminary review), TIger (Peer review), Executive (Final review)
On-board and train new vendors and work group teams in Problem Management Process
Act as Subject Matter Expert for problem management process and interact directly with Incident and Major Incident Process owners as required to ensure transparency between groups

Problem Analyst Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Problem Analyst

List any licenses or certifications required by the position: ITIL, V3, IOM, CCNP, CCNA, V4, LEAN, COBIT, GCIH, SANS

Education for Problem Analyst

Typically a job would require a certain level of education.

Employers hiring for the problem analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Computer Science, Education, Technical, Information Technology, Engineering, Business, Information Systems, Business/Administration, Science, Management

Skills for Problem Analyst

Desired skills for problem analyst include:

Applications
Business systems and processes to develop solutions to specific problems
IT processes and frameworks
ITIL Framework
Networks
Position-related areas
Remains current with developments and trends in areas of expertise
T&O organization and processes
V3 certification
Archival and retrieval

Desired experience for problem analyst includes:

Ability to lead a small incident team to resolution on issues
Must be detail oriented, analytical
Successful candidate must have at least 3 years' experience with application or infrastructure services
Ability to communicate confidently and clearly on conference calls, in meetings, via email, at all levels of the organization
Participate in ServiceNow SDLC process as required
Interact with Regional Infrastructure Operation Services leads and staffs as needed

Problem Analyst Examples

1

Problem Analyst Job Description

Job Description Example
Our company is hiring for a problem analyst. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for problem analyst
  • You will work closely with Cyber Technology Operations in the APAC region for swift engagement and resolution of P1 issues
  • Additionally, you will be responsible for the ongoing Health and Hygiene of the Cyber infrastructure environment
  • Manage the incident and problem management process for iSelling
  • Ensure incident management KPIs, resolution time, in the service level agreements with line of business are fulfilled and ensure timely resolution of incidents and problems
  • Complete management information and reporting on a regular basis
  • Plan and prioritize deliverables
  • Review all major incidents to ensure problem records are correctly opened and proper ownership is established
  • Manage the timely communication of Impact Statements to business stakeholders for all major incidents
  • Facilitate root cause analysis (RCA) activity with the appropriate technical team members
  • Drive problem investigation with appropriate corrective actions identified
Qualifications for problem analyst
  • Generally global scope/accountability
  • Bachelors and five (5) years
  • ITIL Foundation Certified with at least one intermediate certification
  • Lean or Green Belt Six Sigma certified
  • Good presentation and communications skills across multiple levels of the organization, including senior management
  • As a person you are goal oriented, you work proactive, behave responsible constructive and you have strong ability for decision making
2

Problem Analyst Job Description

Job Description Example
Our growing company is hiring for a problem analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for problem analyst
  • Effectively troubleshoot, monitor, and analyze bugs within EAN API products and services
  • Establish and promote bug priorities to Product teams
  • Create, maintain and publish up-to-date Problem Support documentation
  • Frequently track and distribute Problem Support metrics and status updates
  • Conduct formal CCB root cause reviews for Priority 1/Severity 3 issues meaningful requests from other lines of business for Non-Priority 1 issues
  • Conducts activity to restore service of critical incidents by reacting with ownership and urgency, leading cross-functional teams of to diagnose, troubleshoot and resolve service impacting incidents.Facilitating meetings and bridge calls
  • Facilitates Root Cause Analysis (RCA) process to identify causes of critical incidents by leading and participating in post mortem efforts for outages
  • Has direct responsibility for completion of technical support deliverables defined in the project plan
  • Needs to maintain close relations with third parties, like vendors, to be able to monitor progress of reported problems, known caveats, newly available features, software upgrades and hardware products
  • Manage the incident and problem management process for ExtWeb
Qualifications for problem analyst
  • Experience with Root Cause Analysis (RCA) methods
  • Problem solving tools and techniques & methodologies awareness
  • Proactive and able to drive ad-hoc and virtual teams for problem resolution
  • Experience with root cause analysis and understanding of application architecture (i.e., web tier, server tier, service tier, back end)
  • Participate in Incident management activities as required by interacting with internal teams (ITS, TS LOB and TES) areas and external service providers to quickly assume responsibility for problem management once normal service is restored
  • Initiate actions to fix potential interruptions to service identified during proactive and trending analysis, , actions to fix interruptions to service caused by errors/faults within TS, TS, EETS impacting EETS Core Services
3

Problem Analyst Job Description

Job Description Example
Our growing company is hiring for a problem analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for problem analyst
  • Monitor the status of work streams that are established following major incidents impacting TES core services
  • Accountable for an effective handoff, transition and progress monitoring of long term action plans as a result of problems within the environment
  • Accountable for tracking, reporting and escalating on the delivery of identified short and long term actions that are deemed to be systemic issues in the environment
  • Ensure timely notification and escalation of issues/problems, options and recommendations driven out of root cause analysis review
  • Perform root cause analysis (RCA) for cases in scope, and for more serious cases
  • Host weekly or Daily Problem Management and RCA calls with the eIT Technical resources/internal support teams and SR Leadership
  • Provide Communications templates for Major Problems and known errors in the environment that need to be communicated out to other support teams or the business
  • Monitoring the CT PAC Problem shared mail box for all engagements & general communications
  • Creating RCA entries within the HPSM tool
  • Setting up RCA review calls with impacted parties, stakeholders & partner support teams
Qualifications for problem analyst
  • Solid understanding of Information Systems (IS) Incident and Problem Management principles
  • Conflict management experience and displays consistent flexibility, resilience, teamwork and resourcefulness
  • 2 years SQL (Structured Query Language)
  • Experience with change control procedures (Remedy or Service Now) nice to have
  • 2 years of experience project planning and management experience nice to have
  • Prior experience in the administration of technology infrastructure
4

Problem Analyst Job Description

Job Description Example
Our company is hiring for a problem analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for problem analyst
  • Develop well-defined actions designed to ensure the problem does not reoccur
  • The timely distribution of the minutes to the target audience
  • Populating the RCA records to reflect the documented action-items, owners and target dates
  • Working with the CT PAC Change Management team in the event that a failed change with impact is the trigger for the RCA request
  • Continuously tracks progress to ensure deliverables within prescribed timelines until full problem closure
  • Participate in regular quality assurance reviews with the CT PAC Director, sampling a number of RCAs completed in the previous month testing for robust and effective action-items that will permanently fix the identified root cause
  • Participate in the global process calls, actively contributing to the development and enhancement of the tools, policies & processes in use across the firm
  • Support the CT PAC Director in terms of providing commentary for the monthly CT/TC Problem Management reporting metrics
  • Reviews solution options and/or temporary solutions with subject matter experts and problem owner(s)
  • Approves the results of root cause analysis (RCA) and related problem investigation activities
Qualifications for problem analyst
  • Prior experience in application development and/or application administration
  • 4+ years of Information Technology experience within a support/operations environment or within the financial services industry
  • Excellent analytical skills (logical/critical thinking)
  • Continuous evaluation of data sources to identify areas of concern
  • Determination of underlying root cause and assistance in implementing preventative solutions will also be key responsibilities to ensure first time quality and improved cycle time
  • LINUX and/or Windows operating system experience
5

Problem Analyst Job Description

Job Description Example
Our innovative and growing company is hiring for a problem analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for problem analyst
  • Manage corrective actions and their work specific tasks and follow-ups associated with the problems we have identified during a Problem Investigation
  • Assist in writing corrective and preventative actions, identifying the gaps to be addressed, and how to address them
  • Manage corrective actions and related work specific tasks to facilitate their successful completion
  • Sending out appropriate communications throughout the lifecycle of a corrective action
  • Satisfying Problem Management policy, standards, process, and procedure guidelines
  • Facilitation of meetings required to address delays in the completion of corrective actions and their work tasks
  • Audit and approve proposed changes, enforce change management policies and procedures, produce and publish change metrics, conduct training for change practitioners, and lead regularly scheduled change management meetings
  • Explain and guide others through the process and address any low level process issues
  • Complete formal root cause analysis of internal and external systems
  • Effectively organize multiple projects, schedules and meet shifting priorities
Qualifications for problem analyst
  • Bachelors or Masters in Computer Science, Information Systems, Engineering, or a related field
  • Understanding of and experience with ITSM tools
  • SQL, .NET Framework, C#, Jenkins, GIT
  • Formal training in Computer Science, Business Administration, Engineering or related discipline with information technology focus
  • Understanding of service management frameworks
  • Demonstrated strong documentation skills, particularly in writing enterprise level guidelines, standard operating procedures (SOPs) and other procedures

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