Problem Management Analyst

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 postimplementation 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: