Data Analyst, Incident Trends (ITIL)

Pareto is looking for experienced Data Analyst, Incident Trends (ITIL) professionals to collaborate with a leading AI lab on a groundbreaking project. The focus is on operationalizing high-fidelity analytics for incident and problem management, capturing real-world ITIL workflows—complete with metric definitions, data pipelines, and actionable insights.

• KEY RESPONSIBILITIES
• Model incident/problem datasets: Define KPIs and SLAs aligned with ITIL standards.
• Analyze time-series telemetry: Use Prometheus and Grafana data to detect leading indicators and filter operational noise.
• Partner with Problem Management: Evaluate CAPA effectiveness and quantify improvements.
• Build analytical pipelines: Automate joins across alerts, incidents, and problems for a unified MTTA/MTTR data model.
• Identify top drivers: Highlight the top five failure signatures responsible for 60%+ of P1/P2 incidents and recommend fixes.
• Publish insights: Deliver weekly executive dashboards with drill-downs to service and configuration item levels.
• Deliver measurable impact: Demonstrate at least one improvement that reduces MTTR by 15% or more.

IDEAL QUALIFICATIONS

• 5+ years of professional experience in Incident & Problem Management (ITIL) or closely related analytics roles.
• English fluency (native or near-native proficiency required).
• Strong technical background—STEM degree or demonstrated skills in SQL, Python (pandas), and time-series analysis.
• Exceptional written communication—able to transform operational expertise into clear, reproducible analytical workflows.
• Proficiency in Grafana, Prometheus, and OpenSearch Dashboards.

TIME COMMITMENT

• Calibration: Paid 90-minute trial within the first week of acceptance.
• Pilot: 1-week paid pilot to demonstrate analytic capability.
• Ongoing: Successful pilots lead to 2-month contracts, with potential extension or full-time conversion.

COMPENSATION & CONTRACT

• Hourly rate: $60–$90/hr
• Employment type: At-will contractor with Pareto.
• Geographic flexibility: Remote work from anywhere; compensation adjusted by location while maintaining competitiveness.
• Visa requirements: We cannot currently support H1-B or STEM OPT status candidates.

HOW TO APPLY

For immediate consideration, please click the “Apply” button above and follow the instructions on the webpage. Applying requires signing up for Pareto’s AI Training platform. Applications are first-come-first-serve, so we recommend applying early to increase your chances of joining.

ABOUT PARETO

Pareto is a San Francisco-based company that connects elite professionals with cutting-edge AI initiatives. We help top AI labs accelerate progress by integrating expert human knowledge across domains. Our work directly contributes to making AI systems more reliable, safe, and genuinely helpful. Apply today and leverage your Incident & Problem Management analytics expertise to help build the future of AI-driven professional workflows! We consider all qualified applicants without regard to legally protected characteristics and provide reasonable accommodations upon request.