Senior Problem Analyst
Core
Lead and coordinate major problem investigations for Priority 1 and 2 incidents, performing root cause analysis and managing corrective actions to prevent recurrence.
Role type
Senior IC problem management analyst
Builds
Problem management practice improvements and operational reports
Domain
IT Service Management (ITIL) / Healthcare
Required skills
root cause analysis, incident analysis, trend identification, risk management, problem lifecycle management, stakeholder coordination, data validation, report creation
Preferred skills
Change Enablement, audit, governance, service assurance, project management, executive reporting
Technologies
ServiceNow, Dynatrace, Power BI, SharePoint, ITIL
Responsibilities
Review incident data and validate problem candidates; Lead or coordinate major problem investigations for Priority 1 and 2 incidents; Facilitate structured root cause analysis and document triggers, causes, and corrective actions; Coordinate with application, infrastructure, service, vendor, and business-aligned teams; Track corrective actions and problem tasks through completion; Analyze incident and problem trends to identify recurring failures; Create, publish, maintain, and recommend retirement of Known Error Database articles; Prepare operational reports on problem volume, backlog, and aging.
Seniority
Senior, hands-on IC
