RCA & Problem Management Analyst

OneMain General Services Corporation; West Valley City (UT); On-site; USD 70,000 - 100,000; Full time

Job summary

OneMain General Services Corporation is seeking a Problem Management professional to drive root cause analysis and proactive problem resolution across the incident domain. You will ensure incidents have corresponding problem tickets, schedule RCA sessions, and guide cross-functional teams to implement fixes and process improvements.

You will analyze trends, manage open and aging problems, develop knowledge resources, and mentor junior staff while supporting high-risk releases and UAT efforts to

Qualifications

• 1-3 years of experience in a technology-focused organization.
• Strong analytical mindset with the ability to understand complex concepts.
• Foundational knowledge of application and infrastructure technologies.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite (Visio, Excel, Word, PowerPoint, Outlook).
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrated ability to build and maintain positive relationships with customers and team members.
• Strong problem-solving skills, with the ability to analyze and break down complex issues.
• Sound judgment and decision-making skills to identify and resolve problems effectively.
• High attention to detail with a focus on accuracy.
• Ability to conduct research and communicate effectively with stakeholders, addressing questions and concerns.

Responsibilities

• Ensure all closed incidents within the assigned scope have a corresponding problem ticket.
• Schedule and facilitate formal Root Cause Analysis (RCA) sessions following major incidents.
• Conduct RCAs within SLA timelines.
• Perform detailed problem analysis for all problem tickets within the assigned domain.
• Assign action items and partner with cross-functional teams to ensure closure, including resolving underlying technical root causes and addressing process gaps.
• Define and implement temporary workarounds until permanent resolutions are in place.
• Manage reporting on open, aging, and recurring problems, with categorization, trend analysis, and domain-level insights.
• Build and maintain knowledge management resources, including creating and curating articles to support self-service.
• Proactively identify problems through trend analysis of incidents and monitoring data.
• Provide leadership and guidance to cross-functional teams in root cause identification, corrective action planning, and execution.
• Recommend improvements to mature Problem Management practices and drive implementations.
• Support high-risk releases by assisting development teams in creating effective test cases.
• Participate in User Acceptance Testing (UAT) and regression testing to prevent incidents or identify issues prior to release.
• Support and/or execute code releases as needed.

Skills

Analytical mindset

Strong communication

Multitasking

Problem solving

Attention to detail

Relationship building

Decision making

Research skills

Education

Associate degree

ITIL certification or training

Tools

Bedrock

UDrive

Foursight

OMF Auto

Topaz

Lapis

Job description

OneMain General Services Corporation is seeking a Problem Management professional to drive root cause analysis and proactive problem resolution across the incident domain. You will ensure incidents have corresponding problem tickets, schedule RCA sessions, and guide cross-functional teams to implement fixes and process improvements.

You will analyze trends, manage open and aging problems, develop knowledge resources, and mentor junior staff while supporting high-risk releases and UAT efforts to