Senior Program Analyst

Job Summary

A company is looking for a Senior Program Analyst who will oversee the lifecycle of IT problems and enhance service reliability.

Key Responsibilities

• Oversee the entire lifecycle of IT problems to prevent recurring incidents and reduce downtime
• Lead investigations and conduct root cause analyses for significant problems, collaborating with cross-functional teams
• Develop and present comprehensive problem management reports to IT leadership and stakeholders

Required Qualifications

• Minimum of 5+ years of experience in IT service operations within an ITIL-based framework
• Hands-on experience with ITSM platform ServiceNow
• Strong analytical skills and technical proficiency
• Bachelor's Degree in a Business discipline or equivalent plus 10 years of experience
• Ability to pass a Tier 2/Moderate Background Investigation