Sr. IT Problem Management Analyst - AI-Driven Ops (Hybrid)

Entergy Corporation; New Orleans (LA); Hybrid; USD 95,000 - 125,000; Full time

Job summary

Entergy is seeking an IT Business Analyst - Problem Management in New Orleans. The role sits within the IT OpEx department and unifies IT Problem Management with Human Performance optimization to elevate IT operations. You will drive data-driven process improvements and embed intelligence into workflows.

The ideal candidate will be process-oriented, capable of collaborating with IT leadership, and skilled at turning incident data into actionable improvement plans with AI-enabled insights.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5+ years of experience in IT problem and incident management.
• ITIL v4 certifications are highly recommended
• Practical experience using AI productivity tools (e.g., Copilot, ChatGPT) to improve documentation, reporting, and analysis workflows.

Responsibilities

• Coordinate and drive the IT Problem Management process aligned to ITIL standards.
• Facilitate RCA sessions using 5-Whys, fishbone diagrams, and value stream mapping.
• Leverage AI-powered techniques for predictive incident detection and automated ticket classification.
• Prepare reports on incident trends and system performance for IT leadership.
• Maintain knowledgebase and support backlog for IT Service delivery teams.
• Collaborate with IT Service Delivery to pilot AI automation reducing manual responses.

Skills

Data analysis

Executive presentation

ITIL

AI productivity tools

Education

Bachelor’s degree in IT/CS

Tools

ServiceNow

Jira

Remedy

Job description

Entergy is seeking an IT Business Analyst - Problem Management in New Orleans. The role sits within the IT OpEx department and unifies IT Problem Management with Human Performance optimization to elevate IT operations. You will drive data-driven process improvements and embed intelligence into workflows.

The ideal candidate will be process-oriented, capable of collaborating with IT leadership, and skilled at turning incident data into actionable improvement plans with AI-enabled insights.