Senior IT Problem Management Analyst – AI Insights

Entergy Corporation; New Orleans (LA); Hybrid; USD 95,000 - 135,000; Full time

Job summary

Entergy is seeking an IT Business Analyst - Problem Management in New Orleans, LA. This hybrid role unifies IT Problem Management with Human Performance improvements, leveraging AI-powered tools and automation to accelerate insights and reduce manual effort.

The ideal candidate holds a bachelor’s degree in IT or Computer Science, 5+ years in IT problem/incident management, and familiarity with ServiceNow, Jira, Lean/Six Sigma. Strong analytics and executive communication skills are essential.

Qualifications

• Bachelor’s degree in IT or a related field.
• 5+ years of IT problem and incident management experience.
• Experience with ITIL frameworks (v4) recommended.
• Experience leading process improvement initiatives (Lean/Six Sigma/Agile).
• Practical experience with AI productivity tools (e.g., Copilot, ChatGPT).
• Strong data analysis and reporting skills; able to build operational dashboards and KPI scorecards.

Responsibilities

• Coordinate IT Problem Management process aligned to ITIL standards.
• Facilitate RCA sessions using 5-Whys and fishbone diagrams.
• Leverage AI techniques for predictive incident detection and automated ticket classification.
• Prepare reports on incident trends and problem management insights for IT leadership.
• Collaborate with IT Service Delivery teams on AI automation opportunities.
• Maintain IT Problem and Human Performance processes and knowledgebase.

Education

Bachelor’s degree in Information Technology, Computer Science, or related field

Tools

ServiceNow

Jira

Job description

Entergy is seeking an IT Business Analyst - Problem Management in New Orleans, LA. This hybrid role unifies IT Problem Management with Human Performance improvements, leveraging AI-powered tools and automation to accelerate insights and reduce manual effort.

The ideal candidate holds a bachelor’s degree in IT or Computer Science, 5+ years in IT problem/incident management, and familiarity with ServiceNow, Jira, Lean/Six Sigma. Strong analytics and executive communication skills are essential.