RCA & Enterprise 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

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.