Operations Specialist

Aquent; Southlake (TX); On-site; USD 75,000 - 110,000; Full time

Job summary

Aquent is seeking a Problem Management Remediation Analyst in Texas to connect postmortem activities with remediation work. You will collaborate with Problem Coordinators and technology teams to evaluate actions, establish acceptance criteria, and validate closure against the original remediation intent.

In this role, you will track items in Jira, identify gaps in ownership and evidence, and design workflows to improve remediation quality and governance.

Qualifications

• Experience with IT service management, incident and problem management.
• Ability to validate remediation actions and measure outcomes.
• Strong analytical and stakeholder communication skills.
• Proficiency with Jira for tracking and closure documentation.
• Knowledge of governance and workflow design for remediation processes.
• Familiarity with AI-enabled workflow tools is a plus.

Responsibilities

• Collaborate with Problem Coordinators to understand incidents and remediation scope.
• Evaluate action items to ensure root causes are addressed and opportunities for improvement.
• Define measurable acceptance criteria and validate closure against the action item's original intent.
• Review action documents and supporting evidence before closure.
• Track action items in Jira and problem-management tools, monitoring ownership and due dates.
• Identify accountability and evidence gaps, including missing owners and unclear requirements.
• Prepare reports and dashboards on action-item status, aging, and remediation effectiveness.
• Analyze incident data to identify systemic risks and opportunities for process improvements.
• Design and enhance workflows to support consistent item creation and closure.
• Explore AI-enabled assessments and automation to improve reporting reliability.
• Collaborate with stakeholders to strengthen remediation governance and reduce recurrence risk.
• Contribute to data-quality reviews and documentation practices.

Skills

IT service management

Problem management

Post-incident reviews

Analytics

Communication

Stakeholder management

Reporting

Workflow design

AI-enabled tooling

Tools

Jira

Confluence

Power BI

BMC Helix/Remedy

Job description

About the Role

You will connect postmortem and problem-investigation activities with the remediation work that follows. Working closely with Problem Coordinators and technology teams, you will evaluate action items, establish measurable acceptance criteria, review closure evidence, and determine whether completed work fulfills the original remediation intent.

This is not an active incident-management position. Instead, the role focuses on what happens after an incident: validating corrective actions, strengthening accountability, identifying systemic risks, and improving the quality and consistency of remediation. As a net-new position, it also offers meaningful opportunities to design processes and explore AI-enabled tools that improve action-item assessment, tracking, and reporting.

What You’ll Do

• Partner closely with Problem Coordinators to understand critical technology incidents, root-cause analyses, postmortems, and the intended scope of resulting remediation actions.
• Evaluate postmortem, Incident Root Cause Review (IRCR), and Problem Investigation (PBI) action items to determine whether they adequately address root causes, contributing factors, and service-improvement opportunities.
• Help establish clear, measurable acceptance criteria and validate that completed remediation satisfies the action item’s original intent.
• Review documentation and supporting evidence from action-owning technology teams before validating action-item closure.
• Track action items through Jira and problem-management tools, monitoring ownership, due dates, progress, completeness, and closure status.
• Identify accountability and documentation gaps, including missing owners, unclear requirements, insufficient evidence, and unsupported closure requests.
• Prepare accurate reports and dashboards covering action-item status, aging, coverage, closure quality, and remediation effectiveness.
• Analyze incident and problem-management data to identify recurring themes, systemic risks, and opportunities to improve remediation quality and process consistency.
• Design and enhance workflows that support consistent, defensible action-item creation, assessment, tracking, and closure.
• Explore AI-enabled assessments, agents, prompts, and automation to evaluate action-item quality, review completion evidence, reduce manual effort, and improve reporting reliability.
• Partner with incident-management leaders, engineering teams, technology risk, audit, and other stakeholders to strengthen remediation governance and reduce recurrence risk.
• Contribute to data-quality reviews, reporting standards, and documentation practices that support consistent, defensible decision-making.

What You’ll Bring

Must-Have Qualifications:

• Experience or familiarity with technology operations, IT service management, incident management, problem management, post-incident reviews, or remediation tracking.
• Knowledge of problem-management practices, including root-cause analysis, postmortems, corrective actions, and closure validation.
• Strong analytical and critical-thinking skills, including the ability to determine whether remediation is complete, measurable, adequately supported, and effective against the identified root cause.
• Working knowledge of Jira, including tickets, workflows, ownership, due dates, acceptance criteria, and closure documentation.
• Strong technology aptitude and an understanding of incidents involving applications, infrastructure, hardware, software, third-party vendors, or public cloud environments.
• Excellent communication and stakeholder-management skills, including the ability to translate technical details into clear, audience-appropriate reporting.
• Ability to collaborate effectively with technical teams, ask thoughtful follow-up questions, and appropriately challenge incomplete or unsupported remediation.
• Proficiency with Word, Excel, Outlook, and PowerPoint, including experience building and maintaining structured reports and tracking tools.
• Ability to manage multiple priorities while consistently delivering timely, accurate, and thorough work.

Nice-to-Have Qualifications:

• Experience in technology risk, audit, controls, governance, or another risk-facing environment.
• Familiarity with ITSM tools such as BMC Helix or Remedy.
• Familiarity with Confluence and data-visualization tools such as Power BI.
• Experience with—or a strong interest in—AI agents, prompt development, automation, and AI-assisted workflow design.
• Working knowledge of Agile and Kanban methodologies.
• ITIL Foundations certification or equivalent ITSM process knowledge.

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