Problem Analyst

Job Summary

Driving the Problem Management process, the full-time remote Problem Analyst will conduct root cause analysis, collaborate with technical teams, and ensure effective implementation of corrective actions to improve service stability.

Key Responsibilities:

• Lead and enhance the Root Cause Analysis process in partnership with technical support teams
• Support the ITIL Problem Management framework to research and report IT problems while ensuring adherence to best practices
• Collaborate with incident management teams and technical SMEs to validate root causes and implement solutions

Required Qualifications:

• Bachelor's degree or foreign equivalent from an accredited institution, or three years of progressive experience in lieu of each year of education
• 7 years of experience in IT operations, service management, or problem/incident management
• Strong knowledge of ITIL Problem Management processes and frameworks
• Understanding of applications, business systems, networks, and infrastructure components
• Demonstrated ability to lead cross-functional initiatives and champion process improvements