Problem Management Analyst

Company: CEI Group
Location: Worcester
Posted on: March 26, 2020

Job Description:

Overview We are seeking a problem management analyst to drive an analysis of the Major Incidents that have occurred within IT systems and services, ensure root causes and risks are properly understood and published, and facilitate identification and documentation of remediation and improvement actions. Responsibilities Partner with analysts and technologists to identify and document the root cause of Major Incidents or other problems. Analyze Major Incidents and their associated incident, problem, and change tickets to identify the most common and most severe risks. Identify technical and process improvements that will prevent recurrence or remediate root cause of Major Incidents or mitigate IS risks. Leverage ServiceNow reporting and Microsoft Office products to retrieve, analyze, and present data. Document and test service and process improvements as requested. Required Skills and Experience Minimum of 3-5 years of systems analyst experience building or reviewing systems architecture, eliciting and documenting technical requirements, or developing technical designs Familiar with IT service management processes, particularly change control change enablement, incident management, problem management, and their interrelationships ITIL Foundations certification preferred Proficient at leveraging web-based, query or reporting tools to extract data Proficient at leveraging Microsoft Office tools to analyze, organize, and present data and supporting narratives or presentations Proficient with at least one enterprise service management tool ServiceNow preferred Proficient with at least one process improvement or problem management methodology such as Lean, Six Sigma, Kepner-Tregoe, or ITIL Continual Service Improvement relevant certification preferred Strong oral and written communication skills, including the ability to translate between infrastructure specialists, application specialists, and non-technical colleagues

Keywords: CEI Group, Worcester , Problem Management Analyst, Executive , Worcester, Massachusetts