Description:

The Problem Management analyst role would assist the Problem Management team with identifying analyzing and resolving problems within CareFirsts IT service management practice. We are seeking a highly analytical and detailed oriented Problem analyst to play a crucial role in working closely with various IT and business support teams to ensure timely resolution and identification of issues to mitigate the occurrence of Major Incidents/Incidents. • Key Responsibilities Problem Identification and Analysis: o Monitor IT systems to identify recurring issues and potential problems. o Analyze incident records to identify trends and root causes of issues. o Perform detailed investigations into complex problems to determine root causes. • Problem Resolution: o Collaborate with IT teams and stakeholders to develop and implement effective solutions. o Document and track the progress of problem resolution efforts. o Ensure that resolved problems are adequately documented and communicated to relevant parties. • Continuous Improvement: o Propose and implement process improvements to prevent the recurrence of problems. o Conduct post-implementation reviews to assess the effectiveness of solutions. o Maintain and update problem management databases and knowledge bases. • Reporting and Documentation: o Prepare detailed reports on problem trends root causes and resolution efforts. o Maintain accurate and comprehensive documentation of problem management activities. • Stakeholder Communication: o Act as a liaison between technical teams and business stakeholders. o Communicate problem status resolution plans and impacts to relevant parties. • Compliance and Best Practices: o Ensure adherence to ITIL Information Technology Infrastructure Library best practices. o Stay updated on industry trends and advancements in problem management. Qualifications: - Bachelors degree in information technology Computer Science or a related field. - Minimum of 3 years of experience in IT problem management incident management or a related role. - Strong analytical and problem-solving skills. - Excellent written and verbal communication skills. - Familiarity with ITIL framework and best practices. - Proficiency in problem management tools and software Service Now or Similar ITSM tool preferred - Ability to work effectively in a fast-paced and dynamic environment. - Strong attention to detail and organizational skills. Certificationsif wanted: ITIL V3/4 Foundation or higher. To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education Level: Bachelor's Degree Education Details: Computer Science Information Technology or related field Experience: 3 years of relevant experience. In Lieu of Education In lieu of a Bachelor's degree an additional 4 years of relevant work experience is required in addition to the required work experience. Preferred Qualifications Knowledge Skills and Abilities KSAs Ability to motivate self and foster a culture of continuous improvement and agile execution. Proficient Knowledge of process engineering methods and evaluation criteria. Proficient Knowledge of process improvement techniques. Proficient Knowledge of process mapping and documentation techniques. Advanced Ability to work with data and analytics. Proficient The incumbent is required to immediately disclose any debarment exclusion or other event that makes them ineligible to perform work directly or indirectly on Federal health care programs. Must be able to effectively work in a fast-paced environment with frequently changing priorities deadlines and workloads that can be variable for long periods of time. Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer including customers who may be demanding or otherwise challenging.

Experience Level:

Entry Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.