What are the responsibilities and job description for the Problem Analyst position at JJC Systems LLC?
Job Summary
The Problem Analyst plays a key role in identifying, tracking, and resolving recurring or major incidents within the IT environment. This position leads root cause analysis (RCA), oversees corrective actions, and ensures process adherence across technical teams while promoting continuous improvement and service reliability.
Key Responsibilities
- Lead Root Cause Analysis (RCA) meetings for major and recurring incidents.
- Identify areas for improvement and ensure corrective actions are implemented and completed.
- Maintain documentation related to problem management tools and processes.
- Develop and deliver metrics/reports to evaluate the effectiveness of corrective actions.
- Collaborate with IT support teams to ensure timely and accurate RCA outcomes.
- Provide governance and oversight across technical teams to enforce problem management best practices.
- Monitor SLA compliance and escalate issues when necessary.
- Support internal training, process education, and knowledge sharing.
- Participate in additional projects and duties as required.
Required Skills (In Short)
- 2 years in a Problem Analyst or IT process role
- ITIL v4 certification (Intermediate preferred)
- Strong communication and cross-team collaboration
- Skilled in Microsoft Excel & PowerPoint
- Process-oriented with high attention to detail
- Familiarity with network, server, and infrastructure tech
- PMP certification (preferred)
- Bachelor’s degree in Computer Science or related field — or 6 years of enterprise IT experience with a high school diploma
Job Type: Full-time
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Ability to Commute:
- Flint, MI 48506 (Preferred)
Ability to Relocate:
- Flint, MI 48506: Relocate before starting work (Preferred)
Work Location: In person
