Technology Problem Management Analyst
Core
Ensure all closed incidents have corresponding problem tickets, conduct Root Cause Analysis (RCA) sessions, and drive long-term improvements to prevent recurrence.
Role type
Technology Problem Management Analyst
Builds
Problem management processes, RCA documentation, and knowledge base articles
Domain
IT Operations / Incident Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Root cause analysis, trend analysis, stakeholder management, process improvement, documentation, testing support, action item assignment, SLA adherence, cross-functional collaboration, technical troubleshooting
Preferred skills
ITIL certification, extensive Problem Management experience, OneMain Auto applications expertise
Technologies
Microsoft Office Suite (Visio, Excel, Word, PowerPoint, Outlook), OneMain Auto applications (Bedrock, UDrive, Foursight, OMF Auto, Topaz, Lapis)
Responsibilities
Schedule and facilitate formal Root Cause Analysis (RCA) sessions, perform detailed problem analysis using techniques like the "5 Whys", assign action items and partner with cross-functional teams to ensure closure, manage reporting on open, aging, and recurring problems, build and maintain knowledge management resources, proactively identify problems through trend analysis, provide leadership and guidance to cross-functional teams, recommend improvements to mature Problem Management practices, support high-risk releases by assisting in creating effective test cases, participate in User Acceptance Testing (UAT) and regression testing, support and/or execute code releases
Seniority
Mid-level, hands-on IC
