Analyst - IT Problem Management (Root Cause Analysis Investigations)

Marsh & McLennan Companies; Kuala Lumpur; Hybrid; MYR 60,000 - 85,000; Full time

Job summary

A leading global consulting firm based in Kuala Lumpur seeks an Analyst for IT Problem Management. This hybrid role involves ensuring data accuracy, analyzing service delivery weaknesses, and collaborating with IT teams for timely problem resolution. The ideal candidate should have at least a Bachelor's degree and 4+ years in Problem Management, with strong analytical and interpersonal skills. Familiarity with relevant IT tools such as ServiceNow and Power BI is essential for generating insightful reports and addressing process gaps effectively.

Qualifications

• 4+ years of experience in Problem Management.
• Experience conducting Root Cause Analysis investigations.
• Proficiency in using IT Service Management tools.

Responsibilities

• Ensure data accuracy and facilitate reporting on problem trends.
• Analyze and address weaknesses to improve service delivery.
• Collaborate with IT teams to prioritize problem tickets.

Skills

Problem-solving abilities

Interpersonal skills

Analytical skills

Education

Bachelor's degree

Tools

ServiceNow

Power BI

Job description

Analyst - IT Problem Management (Root Cause Analysis Investigations)

We are seeking a talented individual to join our Problem Management team at Marsh & McLennan Asia Business Services (MMABS). This role will be based in our Pavilion Damansara Corporate Towers, Kuala Lumpur office. It is a hybrid role that requires working according to the respective team's arrangement.

Key Responsibilities

• Ensure data accuracy and facilitate reporting on problem trends within the organization.
• Analyze and address weaknesses to improve overall service delivery.
• Identify data quality issues and resolve problem records promptly.
• Detect process gaps and alert Problem Managers to anomalies for resolution.
• Collaborate closely with Problem Management colleagues, leveraging experience as an IT Problem Manager to enhance team performance.
• Undertake data validation of problem records and problem tasks.
• Work closely with IT teams to prioritize and address problem tickets, ensuring timely resolution and preventing recurring incidents.
• Utilize reporting tools such as Power BI to generate accurate and insightful reports on major incident trends, highlighting areas for improvement and reducing the number of major incidents.
• Generate Problem Management reports for dissemination, providing information to aid interpretation and effectively utilize report contents.
• Contribute to the identification of automation opportunities within Problem Management processes.
• Continue to develop presentation, communication, and facilitation skills to effectively engage with stakeholders.

Required Qualifications

• At least a Bachelor's degree.
• 4+ years of proven experience in Problem Management.
• Experience managing conflicting priorities and implementing improvements to ensure issues do not recur, including conducting Root Cause Analysis investigations.
• Experience in applications, databases, infrastructure, or other related technology support roles.
• Strong problem‑solving abilities, with the capacity to think innovatively and adapt quickly.
• Experience using an IT Service Management tool, such as ServiceNow, with an understanding of reporting modules.
• Proficiency in analyzing problems using reports and statistics to identify trends and implement mitigating actions.

Desired Additional Skills

• Strong critical incident and change management experience.
• Background with SDLC, quality standards, and service management processes.
• Excellent interpersonal skills to interact with technical resources from multiple organizations.
• Familiarity with AI technologies, such as ChatGPT or similar natural language processing models.
• Experience in the insurance, consulting, or wider financial services sector.

About Marsh McLennan

Marsh McLennan (NYSE: MMC) is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marshmclennan.com.

Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one "anchor day" per week on which their full team will be together in person.