Senior Problem Analyst

Requirements:

• Bachelors degree.
• Skills and knowledge in application architecture, databases, infrastructure, production support, IT service management, ITIL practices, Incident Management, and Problem Management; ITIL Foundation certification is listed among the relevant skills.
• Experience or familiarity with ServiceNow, Dynatrace, observability tools, SharePoint, Power BI, reporting tools, operational data, dashboards, and metrics.
• Strong analytical, investigative, and problem-solving abilities, including incident analysis, technical investigation, root cause analysis, trend identification, and risk management.
• Strong written and verbal communication skills, with the ability to coordinate, demonstrate leadership, work proactively and independently, establish facts, and communicate effectively with varied stakeholders.
• Familiarity with Change Enablement, audit, governance, service assurance, incident reviews, corrective actions, project management, and executive reporting.

Responsibilities:

• Review incident data and potential problem candidates, validate intake details, define investigation scope, and prioritize work according to business and service impact.
• Lead or coordinate major problem investigations for Priority 1 and Priority 2 incidents from initiation through root cause analysis, corrective-action completion, evidence review, and closure recommendation.
• Manage retained Priority 3 and other approved lower-severity problems throughout their lifecycle.
• Facilitate structured root cause analysis and document triggers, causes, contributing factors, recovery actions, control gaps, workarounds, and corrective actions.
• Coordinate with application, infrastructure, service, vendor, and business-aligned teams to progress investigations, address blockers, and maintain accountability.
• Track corrective actions and problem tasks through completion, confirm owners and due dates, validate closure evidence, and escalate overdue or blocked work.
• Analyze incident and problem trends to identify recurring failures, service patterns, aging issues, performance degradation, and proactive problem candidates.
• Create, publish, maintain, reassess, and recommend retirement of Known Error Database articles and documented workarounds in line with approval requirements.
• Participate in post-incident reviews, root cause analysis sessions, problem and service reviews, and other operational or governance forums.
• Maintain accurate, complete, and timely problem records, investigation notes, RCA documents, action plans, lessons learned, and supporting evidence in ServiceNow and approved repositories.
• Prepare operational reports on problem volume, backlog, aging, recurring incidents, corrective actions, known errors, and other assigned measures.
• Validate problem impact and related data, including impact-user measurements when assigned, and identify or reconcile material record-quality gaps.
• Provide concise, fact-based updates and recommendations to technical teams, service owners, business stakeholders, and leadership.
• Help improve our Problem Management practice using operational outcomes, recurring trends, audit findings, Major Incidents, Change-related incidents, and organizational needs.

Technologies:

• Dynatrace
• Incident Management
• Support
• ITIL
• Power BI
• ServiceNow
• SharePoint
• ITSM

More

We are recruiting for an immediate Senior Problem Analyst opening with an enterprise healthcare client and a dynamic, growing team. This is a remote contract role with working hours of 8 a.m. to 5 p.m. and an advertised pay range of $49.66 to $59.66 per hour; final compensation depends on factors including education, experience, location, duties, and certifications. We offer eligible employees a benefits package that includes medical, prescription, dental, vision, AD&D, and life insurance, short-term disability, and a 401(k) plan. We welcome applicants of all abilities and are committed to an accessible hiring and interview process and equal opportunity employment.

last updated 43 week of 2026