Job Summary
Enterprise Healthcare client has an immediate opening for a highly motivated Senior Problem Analyst to join their dynamic and growing team. All qualified candidates are encouraged to apply!
Location: Telecommute
Job Type: Contract
Salary: $49.66 - 59.66 per hour
Work Hours: 8am to 5pm
Education: Bachelors
Responsibilities
- Review incident data and potential problem candidates; validate intake information, establish the investigation scope, and prioritize work based on business and service impact.
- Lead or coordinate assigned major problem investigations associated with Priority 1 and Priority 2 incidents from problem initiation through root cause analysis, corrective-action completion, evidence review, and closure recommendation.
- Manage assigned retained Priority 3 and other approved lower-severity problems through the full problem lifecycle.
- Facilitate structured root cause analysis and ensure the trigger, root cause, contributing factors, recovery actions, control gaps, workarounds, and corrective actions are clearly documented.
- Coordinate with application, infrastructure, service, vendor, and business-aligned teams to advance investigations, resolve blockers, and maintain accountability for assigned actions.
- Track corrective actions and problem tasks to completion; confirm accountable owners and target dates, obtain status updates, validate closure evidence, and escalate overdue or blocked work.
- Perform incident and problem trend analysis to identify recurring failures, service patterns, aging, performance degradation, and proactive problem candidates.
- Create, publish, maintain, reassess, and recommend retirement of Known Error Database articles and documented workarounds in accordance with established approval requirements.
- Participate in post-incident reviews, root cause analysis sessions, problem reviews, service reviews, and other operational or governance forums as assigned.
- Maintain complete, accurate, and timely problem records, investigation notes, RCA documents, corrective-action plans, lessons learned, and supporting evidence in ServiceNow and approved repositories.
- Produce operational reporting on problem volume, backlog, aging, recurring incidents, corrective actions, known errors, and other assigned measures.
- Validate problem-related impact and data, including impact-user measurements when assigned, and identify or reconcile material record-quality gaps.
- Provide concise, fact-based updates and recommendations for technical teams, service owners, business stakeholders, and leadership.
- Support continuous improvement of the Problem Management practice based on operational outcomes, recurring trends, audit findings, Major Incidents, Change-related incidents, and organizational needs.
Qualifications: Bachelors
Skills
application architecture
Database
Dynatrace
observability tools
SharePoint
operational data
Power BI
ServiceNow
reporting tools
Strong written and verbal communication
ability to communicate effectively
coordinating
leadership
Strong analytical and problem-solving skills
proactive
Ability to work independently
incident analysis
audit
continuous improvement
ITIL Foundation certification
Change Enablement
corrective actions
dashboards
establish facts
governance
IT Service Management
ITIL practices
ITSM
knowledge of ITIL
Problem Management
Incident Management
incident reviews
ITIL
infrastructure
metrics
production support
project-management
executive reporting
investigating
investigations
risk management
root cause analysis
service assurance
service management
technical investigation
identify trends
Service Desk