Problem Analyst
Core
Coordinate resolution of highly technical support issues for student and staff-facing products and tools, managing major/minor incidents and problem records.
Role type
Senior IC IT Service Management Analyst (Incident & Problem Management)
Builds
Incident and problem records, resolution plans, and stability for university systems and third-party platforms
Domain
Higher Education / IT Service Management
Required skills
Incident management, Problem management, Change Advisory Board (CAB) process, SQL, ServiceNow, Cross-functional collaboration, Trend analysis, Executive communication
Preferred skills
Linux administration, AWS Cloud Practitioner, CompTIA A+, CompTIA Network+, ITIL Foundation
Technologies
ServiceNow, Salesforce, Active Directory, Microsoft Office 365, Google Apps, Oracle, SQL, Linux, AWS
Responsibilities
Receive and respond to escalations from support teams and engineers; Evaluate reported issues using the Severity Matrix; Create and maintain Problem Records and facilitate Problem/Known Error meetings; Serve as primary point of contact for Major/Minor Incidents; Monitor active incidents to drive timely resolution; Mentor others on technical expertise and customer service.
Seniority
Mid-level, hands-on IC