Title: Problem Management Analyst

Location: Ownings Mills, MD (Remote)

Duration: 12 Months to hire

Job Description:

The Problem Management analyst role would assist the Problem Management team with identifying, analyzing, and resolving problems within client IT service management practice. We are seeking a highly analytical and detailed oriented Problem analyst to play a crucial role in working closely with various IT and business support teams to ensure timely resolution and identification of issues to mitigate the occurrence of Major Incidents/Incidents.

Key Responsibilities

Problem Identification and Analysis:

• Monitor IT systems to identify recurring issues and potential problems.
• Analyze incident records to identify trends and root causes of issues.
• Perform detailed investigations into complex problems to determine root causes.

Problem Resolution:

• Collaborate with IT teams and stakeholders to develop and implement effective solutions.
• Document and track the progress of problem resolution efforts.
• Ensure that resolved problems are adequately documented and communicated to relevant parties.

Continuous Improvement:

• Propose and implement process improvements to prevent the recurrence of problems.
• Conduct post-implementation reviews to assess the effectiveness of solutions.
• Maintain and update problem management databases and knowledge bases.

Reporting and Documentation:

• Prepare detailed reports on problem trends, root causes, and resolution efforts.
• Maintain accurate and comprehensive documentation of problem management activities.

Stakeholder Communication:

• Act as a liaison between technical teams and business stakeholders.
• Communicate problem status, resolution plans, and impacts to relevant parties.

Compliance and Best Practices:

• Ensure adherence to ITIL (Information Technology Infrastructure Library) best practices.
• Stay updated on industry trends and advancements in problem management.

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Minimum of 3 years of experience in IT problem management, incident management, or a related role.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Familiarity with ITIL framework and best practices.
• Proficiency in problem management tools and software (Service Now or Similar ITSM tool preferred)
• Ability to work effectively in a fast-paced and dynamic environment.
• Strong attention to detail and organizational skills.

Certifications:

• ITIL V3/4 Foundation or higher.

Education Level: Bachelor's Degree

Education Details: Computer Science, Information Technology, or related field

Experience: 3 years of relevant experience.

In Lieu of Education

In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”