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Problem Management Analyst
Ref No.: 18-00333
Location: Columbus, Ohio
Position Type:Contract
Start Date: 08/24/2018
Title: Incident/Problem Management Analyst
Location: Columbus, OH
Type: Contract
 
  • Minimize the adverse effect of Incidents and Problems on our customers and our business, and to proactively prevent the occurrence of incidents, problems and errors.  
  • Document root cause, contributing causes, and incident triggers, and ensure removal of all related problems and related defects. 
  • Assist the Service Desk and improve the rate of 1st time fixes.  
  • To increase the number of workarounds available and remove problems and defects from the production environment. 
  • Create, publish and maintain Known Errors and work arounds proactively.
 
Job Responsibilities
To undertake Problem Management activities and project work, including:
  • Investigate Critical/Complex incidents and issues identified as problems. 
  • Co-ordinate support teams to aid in the remediation of problems, implementation of technical and operational improvements, and facilitate the development and production of workarounds. 
  • Assist in production and maintenance of Known Error documentation. 
  • Assist in production of Major Incident Reports. 
  • Identify Root Cause Trends in event management outputs. 
  • Initiate Problem investigations and root cause analysis in conjunction with the Problem Manager.
 
Skills
  • Five years or more of IT operations, process analysis, design or re-engineering experience. 
  • Demonstrate a deep knowledge of IT processes and frameworks (SDLC, ITIL, COBIT etc.) 
  • Problem Analyst with a good understanding of the IT infrastructure components (servers, network, storage, middleware/database, application software and data center facilities) and processes followed in software development and IT operations, as well some of the tools used to implement and manage them. 
  • Metrics and reporting skills 
 
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