Thematic Analyst
Core
Analyze incident, problem, and change records to identify patterns, recurring failure modes, and cross-functional trends in ITSM environments.
Role type
Senior IC problem management analyst (thematic analysis)
Builds
Trend reports, executive dashboards, and heat maps using ServiceNow datasets
Domain
IT Service Management (ITSM) / Problem Management
Deliverable
dashboards & analysis
Required skills
Problem management, ITSM, root cause analysis (5 Whys, Fishbone, Fault Tree), data analysis, stakeholder collaboration
Preferred skills
ServiceNow, ITIL v4 Foundation, Excel, Power BI, Tableau, SQL
Technologies
ServiceNow, Power BI, SQL, Tableau, Excel, ITSM (via careerplan.io/jobs/BC-Forward-Thematic-Analyst-thematic-analyst-at-bc-forward)
Responsibilities
Analyze incident, problem, and change records to identify patterns and recurring failure modes; Lead and review root cause analyses using methods such as 5 Whys and Fishbone; Create trend reports, executive dashboards, and heat maps from ServiceNow datasets; Work with application owners and infrastructure teams to validate findings and develop remediation strategies; Track resolution effectiveness and measure reductions in repeat incidents.
Seniority
Mid-Senior, hands-on IC