IT Problem Management Analyst - RCA & Enterprise Reliability

System One, Inc.; Knoxville (TN); On-site; USD 95,000 - 130,000; Full time

Job summary

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

The analyst will review incidents, problem records, operational metrics, and recurring failure patterns to conduct root cause and trend analysis.

Qualifications

• 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.

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.

Skills

IT Problem Management

Root Cause Analysis

Data analysis

Incident management

Cross-functional collaboration

Executive reporting

Education

Bachelor's degree

Job description

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

The analyst will review incidents, problem records, operational metrics, and recurring failure patterns to conduct root cause and trend analysis.