Problem Management Analyst Job Description
Problem management analyst
provides expertise in the full range of technology controls practices: information risk management, business resiliency, IT control policies, problem, incident and change management processes etc.
Problem Management Analyst Duties & Responsibilities
To write an effective problem management analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included problem management analyst job description templates that you can modify and use.
Sample responsibilities for this position include:
Review each incident for Tier One customers to ensure tickets are routed correctly and addressed in a timely manner
Work with the client management teams to ensure incidents have proper problem statements
Analyze repeat Incidents for areas of improvement and help develop a plan to implement the resolution as appropriate
Serve as a support representative for cross organizational initiatives
Support an organizational culture that provides for high performance, high morale, integrity and teamwork
Ensure root cause analysis is performed and permanent solutions are implemented
Create necessary dashboards to show progress/performance of various areas within Processing Service
Support Subject Matter Expert for overall Problem Management process
Assist in Audit compliance activities as needed
Assist in upkeep documentation and training material
Problem Management Analyst Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Problem Management Analyst
List any licenses or certifications required by the position: ITIL, V3, GCIH, EC, CCNP, CCNA, SANS, COBIT, DNS, GIAC
Education for Problem Management Analyst
Typically a job would require a certain level of education.
Employers hiring for the problem management 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, Information Technology, Technical, Information Systems, Engineering, Business, Business/Administration, Communication, Technology
Skills for Problem Management Analyst
Desired skills for problem management analyst include:
FIS products and services
IT infrastructure
Incident and problem management principles
Issue resolution and escalation practices
Procedures and techniques
Standards and best practices relevant to the information technology industry
Application
Aspects of information technology
Change Management
Enforcement of practices
Desired experience for problem management analyst includes:
ITIL Service Support knowledge
Must need fluent level of English
Awareness and promotion of Known Error Database
Vendor management/relations
Assist in reporting and analysis
Help maintain “Problem Management” Culture
Problem Management Analyst Examples
1
Problem Management Analyst Job Description
Job Description Example
Our company is looking for a problem management analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for problem management analyst
- Report incident trend data to assist with identifying and eliminating root causes
- Publish root cause analysis reports
- Produce statistics and reports to demonstrate where possible repeat incidents are occurring across the organization and manage issues through to resolution
- Perform investigative analysis and reporting on chronic incidents
- Host weekly Problem Management and RCA calls with the customers, internal support teams and executive management
- Initiate actions to fix potential interruptions to service identified during proactive and trending analysis of the IS infrastructure
- Provide metrics and trending analysis to identify the major drivers of IT incidents
- Lead and facilitate post mortem investigations into high impact faults
- Manages the formal Asset Management root cause review process, ensuring that quality and in-depth root cause reviews occur as soon as reasonably possible for all Asset Management owned P1Sx issues
- Responsible for developing, assigning, and tracking actions to appropriate parties as part of the root cause review
Qualifications for problem management analyst
- Aptitude for organizing technical calls
- Knowledge of IT Service Managament
- Responsible for working with lines of business to develop valid actions to reduce impact and/or TTR for AM-owned issues
- Responsible for working with Asset Management Business Units globally to ensure the Problem Management process is executed comprehensively
- Experienced in the use of office desktop applications and tools
- Ability to work in teams independently and be able to multitask due to the many different system management assignments
2
Problem Management Analyst Job Description
Job Description Example
Our company is looking for a problem management analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for problem management analyst
- Follow-up on corrective actions & action items to ensure that all appropriate tasks are completed
- Record all known errors in the Known Errors database
- Partake in Post Incident reports for all P1 incidents to senior IT leaders (including IT LT, IT Operations LT) and other appropriate contacts within 2 working days of service restoration
- Identify subject matter expert and appropriate technology teams to be engaged during the problem investigations
- Lead Problem Management investigations with technical subject matter expert
- Responsible for the prevention of recurring incidents by determining root cause and driving implementation of corrective actions
- Deliver results of the problem investigation to stakeholders
- Prevent problems and eliminate recurring incidents proactively through trend analysis within incident data
- Performs gathering, analysis, documentation, and validation of business and technical needs using interviews, workshops, modeling techniques
- Consults with subject matter experts and project team members to identify and document potential business and technology solutions
Qualifications for problem management analyst
- Must be able to work independently on complex projects
- Professionally skilled in verbal and written communication skills
- ITIL v2 or v3 certifications beyond foundations a plus
- Experience with health care clinical and claims data and the associated regulatory environment a plus
- A minimum experience of 6 + years in ITIL Service Operations with focus on Problem Management
- Excellent communication skills and good command over written & spoken English
3
Problem Management Analyst Job Description
Job Description Example
Our company is hiring for a problem management analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for problem management analyst
- Facilitates small to medium sized groups of individuals, representing significant diversity in interest and level of leadership, to a common understanding of a solution
- Utilize measurements to understand operational effective and process maturity
- Monitors processes and process utilization
- Drives implementation of approved process improvements include design, directing the build, testing and communication
- Trains new users on process and all users on process changes or updates
- Leverage existing collateral (requirements, documentation, research, or other materials)
- Understands industry best practices and incorporates them into day-to-day activities
- Validation and recording of security problems in the Security problem management tools available
- Follow up and validation of the Security problem solution initiatives
- Reporting of Security problem resolution status
Qualifications for problem management analyst
- Solid documentation skills, particularly in writing enterprise level guidelines, Standard Operating Procedures (SOPs) and other procedures
- Ability to influence and present at different organization hierarchical levels and an expert ability to impact and influence outcomes
- Innovative, analytical, data-driven decision making and risk-based problem solving skills a must
- Information-based
- Solution delivery experience with in-depth understanding of Software Development Life Cycle (SDLC) methodologies including RUP, Agile
- Strong business analysis skills such as developing process maps, gathering functional requirements, data architecture and system design
4
Problem Management Analyst Job Description
Job Description Example
Our growing company is looking for a problem management 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 management analyst
- Review the Problem Trends and Planning and Driving Improvement Plan from a Security perspective
- Be proactive in identifying problems, analyze and recommend Security Service Improvement plans with the possible solutions obtained from technical teams for department or business unit
- Identifies trends and potential Security Problem sources (by reviewing Security Incident and Problem analysis)
- Prevents the replication of Security Problems across multiple systems
- Maintains inventory of Security problems under analysis and their current progress and status
- Follows up Security issues and progress with problem owners where necessary
- Drive all Security problems towards root cause identification and permanent fix
- Conducts and facilitates the Root Cause Analysis(RCA) of a problem
- Conducts regular *incident and problem review- meetings with all parties involved to document actions taken to remediate the problem and actions needed
- Investigates problem and related data, provides analysis and presents findings to internal teams
Qualifications for problem management analyst
- Must be comfortable working with the ambiguous while driving toward clarity
- Must demonstrate the ability to identify key issues and develop actionable recommendations
- Experience with system and data analytics
- Data mining and data visualization
- ITIL Foundation or Intermediate certification preferred
- Capable of supporting/working within an ITIL structured environment especially in Problem management
5
Problem Management Analyst Job Description
Job Description Example
Our company is looking to fill the role of problem management analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for problem management analyst
- Consults for incident solution identification
- Consults for the definition and assessment of service levels
- Examines work queues for problems in jeopardy of missing service agreements
- Stays informed of activities to restore to normal operations
- Stays informed of IT asset discrepancies and if further investigation is required
- Reviews all "on-hold" problems and known errors
- Reviews progress and results with client and (senior) management
- Supports determination of problem priority and service levels for problems
- Supports proper assignment of problem, determination of remedial actions and the implementation of corrective actions
- Assists with the identification of the resources to which the problem should be escalated and conveys appropriate urgency and importance to identified resouces
Qualifications for problem management analyst
- More than 1 year of experience in software development life cycles, configuration management and best agile software engineering practices
- More than 1 year of experience with software development and configuration management (CM) tools
- VM creation and management
- Continuous improvement – Lean practices
- Configuration, Change and Release Management processes
- Often based on limited information and/or under extreme conditions