Problem Management Analyst

Apex Systems; Plano (TX); Hybrid; USD 90.000 - 130.000; Vollzeit

Zusammenfassung

Everforth Apex Systems is seeking a Problem Management Analyst in Plano, TX (Hybrid) for a 12-month contract. The role focuses on coordinating problem management, conducting data analysis, and managing relationships to maximize service availability across Network Services.

You will lead investigations, track problems, document root causes, and collaborate with stakeholders to implement mitigations and improve processes.

Qualifikationen

• Bachelor's degree or equivalent in Computer Science, Engineering, Business, or related field.
• 5–7 years of relevant experience in Problem or Incident Management across time zones.

Aufgaben

• Lead Problem Investigation efforts for network technologies and proactive event assessments.
• Ensure problems follow the Problem Management process in a timely, prioritized manner.
• Document workarounds, solutions, and root cause for management reports and knowledge bases.
• Monitor problem queues with Remedy, eSmart, and Tableau dashboards.
• Coordinate problem resolution with technical and business stakeholders as required.

Kenntnisse

Problem Management

Data analysis

Root cause analysis

JIRA

Confluence

Tableau

Agile/SCRUM

Ausbildung

B.S. degree in Computer Science, Engineering, or Business

Tools

JIRA

Confluence

Tableau

Jobbeschreibung

Job # 3055051

Job Description

Problem Management Analyst

Location: Plano, Texas (Hybrid)

Employment Type: Contract

Contract Duration: 12 Months

Role Overview

This position requires an innovative individual to provide Problem Management coordination, data analysis, and relationship management. The role is integral to maintaining service stability by identifying the root cause of issues, preventing recurrences, and proactively implementing mitigations to maximize service availability across Network Services. The candidate will work under minimal supervision, providing process knowledge and capabilities as a key individual contributor.

Key Responsibilities

• Lead Problem Investigation efforts for all network technologies and conduct proactive assessments of events to identify opportunities for root cause investigation.
• Ensure problems are tracked through the Problem Management process in a timely and prioritized fashion.
• Verify that information, including workarounds, solutions, process enhancements, and root cause, is accurately documented.
• Monitor Problem queues using Remedy Problem Console, eSmart, and Tableau dashboards.
• Periodically review problem investigations where a practical solution has not been determined.
• Verify structural solutions and close known errors and problem investigations.
• Maintain open Problems for status changes and ensure data quality for management reports and scorecards.
• Coordinate Problem resolution with technical and business stakeholders as required.
• Provide information and host meetings for customers regarding the status of their records.
• Conduct problem process audits for a sampling of problems.

Required Qualifications

Education: A B.S. degree in Computer Science, Engineering, Business, or an equivalent field is preferred.

Experience: This position requires 5 to 7 years of relevant experience, including experience with Problem or Incident Management. The candidate must have experience operating with colleagues across different time zones.

Technical Skills: The candidate must have knowledge of IT technical skills across multiple disciplines, strong analytical skills, and proficiency with JIRA, Confluence, and Tableau. Experience with the Agile framework and SCRUM ceremonies is also required.

Preferred Qualifications

• ITIL Foundation Certification.
• Experience in networking principles and protocols, such as WAN, MAN, LAN, Optical, Routing, and Switching.
• Knowledge of Cloud or SDN technologies.
• Experience in Networking-related disciplines within a design, implementation, or operations role.
• Relevant industry certifications in Network Technologies.
• Experience working within the financial services industry, such as insurance or banking.
• Experience with Proxy/Threat Prevention, DDI, Load Balancing, and AAA.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our "Welcome Packet" as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.

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Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc.

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4400 Cox Road

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Glen Allen, Virginia 23060

Everforth Apex is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address). UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex.