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Problem Management Analyst
Ref No.: 18-00578
Location: PITTSBURGH, Pennsylvania
Problem Management Analyst: 5+ yrs experience
The resource willbe assigned an effort or problem and guide the team through getting the root cause analysis

Support, assist, communicate, audit, creates awareness, improves the Problem Mgmt process
Executes Reactive Problem Management: Performs analysis of problems, working with Subject matter Experts (SMEs) to perform identify Root Cause Analysis (RCA) and determine Root Cause (RC)
Executes Proactive Problem Management: performs analysis of incidents or other problems, trending analysis, identify common errors, determine recurrence
Prepares materials, agenda, artifacts for different change meetings, like Problem Review Boards (CABs), Technical Review Boards (TRBs)
Prepares and analysis of overall Key Performance Indicators (KPIs), trend analysis, etc.
Knowledge of the ITIL Process and procedures
Tool used: ServiceNow (a plus, but not mandatory)
Responsible for finding the root cause of the issues that are happening