IT Problem Management Analyst

System One; Knoxville (TN); On-site; USD 95,000 - 135,000; Full time

Benefits offered by this job

Systemone on-site support

Job summary

Systemone is seeking an IT Problem Management Analyst to support enterprise problem management and operational excellence within a large scale financial services technology environment.

This role will focus on identifying underlying causes of recurring production and operational issues, recognizing systemic patterns across applications and teams, and driving corrective actions that improve reliability and resiliency.

Qualifications

• 5+ years of IT Problem Management and RCA experience in an enterprise tech environment.
• Ability to investigate recurring incidents and identify patterns across applications and teams.
• Strong data and trend analysis skills and translating findings into actionable recommendations.
• Experience facilitating RCA sessions, lessons learned discussions, and cross-functional reviews.
• Ability to drive corrective action ownership across teams without direct authority.
• Experience creating operational dashboards, management reporting, and executive insights.
• Understanding of production operations, incident management, resiliency, and continuous improvement.
• Ability to turn ambiguous problems into structured workstreams.
• Strong analytical thinking, communication, facilitation, and stakeholder management.
• Familiarity with process/mining, automation, or AI-enabled improvements is beneficial.

Responsibilities

• Conduct root cause analysis (RCA) for recurring production issues.
• Identify systemic problems by correlating incidents across apps, teams, and functions.
• Analyze incident trends, problem records, and metrics.
• Facilitate cross-functional problem reviews and RCA sessions.
• Document lessons learned and align findings with enterprise best practices.
• Track corrective actions, owners, dependencies, and closure.
• Develop dashboards, reports, and executive insights.
• Suggest improvements to processes, reliability, and resiliency.
• Apply process/mining concepts to identify bottlenecks and automation opportunities.
• Collaborate across engineering, operations, product, and business teams.

Skills

IT Problem Management

Root Cause Analysis

Data Analysis

Trend Analysis

RCA Facilitation

Dashboards

Executive Insights

Stakeholder Management

Cross-functional Collaboration

Process Mining

Task Mining

Automation Opportunities

Communication

Education

Bachelor's degree in Computer Science, Information Systems, Business Analytics, Engineering, or a related field

Tools

Dashboards

Job description

Duration: Full Time / Permanent Position
Location: Lafayette, LA, Knoxville, TN, Columbia, SC, Birmingham, AL
Work Mode: 5 Days Onsite

Position Description

Systemone is seeking an IT Problem Management Analyst to support enterprise problem management and operational excellence within a large scale financial services technology environment. This role will focus on identifying the underlying causes of recurring production and operational issues, recognizing systemic patterns across applications and teams, and driving corrective actions that improve reliability and resiliency.

The analyst will review incidents, problem records, operational metrics, and recurring failure patterns to conduct root cause and trend analysis. Working across engineering, application, production support, and business teams, the individual will facilitate problem reviews, document lessons learned, track corrective actions, and turn operational data into actionable recommendations for leadership.

Your future duties and responsibilities

The position requires someone who can move beyond resolving individual incidents and identify systemic causes and enterprise wide improvement opportunities.

Key Responsibilities

• Conduct root cause analysis (RCA) for recurring production and operational issues.
• Identify systemic problems by correlating incidents across applications, engineering teams, and business functions.
• Analyze incident trends, problem records, operational metrics, and recurring failure patterns.
• Facilitate cross functional problem reviews and root cause discussions.
• Document lessons learned and align findings with enterprise best practices.
• Track corrective actions, owners, dependencies, and follow through through closure.
• Use data and operational metrics to identify risks and influence priorities.
• Develop dashboards, reports, and executive level insights that clearly communicate trends and recommendations.
• Recommend practical improvements to operational processes, reliability, and enterprise resiliency.
• Apply process mining and task mining concepts to identify bottlenecks and potential automation opportunities.
• Work across engineering, operations, product, application, and business teams to drive improvement initiatives.
• Break ambiguous or complex operational problems into structured, actionable workstreams.
• Evaluate trade offs and recommend scalable solutions that address recurring issues rather than individual symptoms.

Required qualifications to be successful in this role

• 5+ years of experience with IT Problem Management and Root Cause Analysis (RCA) in an enterprise technology environment.
• Ability to investigate recurring incidents and identify patterns across multiple applications, teams, and business functions.
• Strong data analysis and trend analysis skills, including the ability to work with operational metrics and translate findings into actionable recommendations.
• Experience facilitating problem reviews, RCA sessions, lessons learned discussions, and other cross functional working sessions.
• Ability to drive corrective action ownership and accountability across teams without direct authority.
• Experience creating operational dashboards, management reporting, and executive level insights.
• Strong understanding of production operations, incident/problem management, resiliency, and continuous improvement.
• Ability to take ambiguous or loosely defined problems and turn them into structured analysis and actionable workstreams.
• Strong analytical thinking, communication, facilitation, and stakeholder management skills.
• Ability to communicate effectively with both technical teams and business stakeholders.
• Familiarity with process mining, task mining, automation, or AI enabled operational improvement is beneficial.
• Experience working within a large, regulated enterprise or financial services environment is preferred.

Educational Requirements:

?Bachelor's degree in Computer Science, Information Systems, Business Analytics, Engineering, or a related field.