Problem Management Analyst

Position: Problem Management Analyst

12+ Mos

Remote but from a preferred State

MAKE SURE YOUR CANDIDATES ARE AVAILABLE THIS WEEKEND TO TALK AS I WILL BE WORKING TO GET PEOPLE SUBMITTED BEFORE MONDAY!!

Must Have Skills In Problem Management

ITIL V3 or V4 cert required

Service Now a BIG plus

Presentation Skills Are Key

Root Cause Analysis creation and tracking

Skills

Strong follow up skills – escalation skills

Top 5 Required Skills

• Analytical Thinking:
• Ability to dissect complex problems and identify root causes.
• Skill in data analysis to spot trends and anomalies.
• Strong logical reasoning to evaluate potential solutions and their impacts.
• Communication Skills:
• Excellent verbal and written communication to convey technical issues to non-technical stakeholders.
• Active listening to understand the concerns and needs of different departments.
• Ability to facilitate reoccurring discussions with technical and nontechnical resources to provide understanding of issue to present to a wide range audience of stakeholders
• Technical Proficiency:
• Solid understanding of IT systems, infrastructure, and software applications.
• Familiarity with problem management ITSM tools and software.
• Comfortability in holding technical meetings, workshops, and presentations with CareFirst internal and vendor support teams
• Problem-Solving Ability:
• Creative thinking to develop innovative solutions to prevent recurring issues.
• Proactive approach to identifying potential problems before they impact the business.
• Effective decision-making under pressure.
• Attention to Detail:
• Precision in documenting problem details and resolution steps.
• Thoroughness in conducting root cause analysis and post-implementation reviews.
• Meticulousness in tracking and managing multiple problem resolution efforts simultaneously.
  
  

The Problem Management analyst role would assist the Problem Management team with identifying, analyzing, and resolving problems within CareFirst’s 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 (if Wanted)

ITIL V3/4 Foundation or higher.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable

accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.

Preferred Qualifications

Knowledge, Skills and Abilities (KSAs)

Ability to motivate self and foster a culture of continuous improvement and agile execution., Proficient

Knowledge of process engineering methods and evaluation criteria., Proficient

Knowledge of process improvement techniques., Proficient

Knowledge of process mapping and documentation techniques., Advanced

Ability to work with data and analytics., Proficient