Problem Analyst

Overview

Our investment management client is looking for a Problem Analyst, who owns the ability to tackle a complex area in terms of people, process, technology, and governance. Candidates should be able to plan, manage and execute a course of work, be highly independent, confident in their abilities and flexible enough to adapt to a fluid landscape.

Key Responsibilities:

1. Manage the issue by directing activities and initiatives toward a long-term solution.
2. Must assume accountability for the effective execution of the problem-solving procedures and guidelines.
3. Make sure that problems are governed and overseen, and that they are investigated and resolved.
4. Restart the problem management process by implementing changes as part of the Problem Management working group.
5. Enhance and oversee the technical industry's standards for issue solving.
6. Process performance should be tracked and reported, along with any suggestions for improvement.
7. Communicate with the Knowledge and Change teams to make sure that the Known Error Database is kept up to date and that strong relationships are maintained to support change-related activities arising from difficulties.

Skills and experience:

1. 5 years minimum in a similar position.
2. A capacity for persuasion and the fostering of productive working relationships with co-workers, clients, and outside vendors.
3. An established history of proactively identifying and fixing service-related problems to enhance operations and services overall.
4. Talents that may be used and certification in methods or best practices like ITIL, Six Sigma, or ISO 20000.
5. Strong knowledge of procedures, SLAs, and service operations, and how they interact.
6. Good ITIL knowledge.
7. A solid understanding of and background in using ServiceNow to assist IT delivery.