Problem Analyst Resume Samples

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E Rogahn

Edythe

Rogahn

92523 Danial Roads

Detroit

+1 (555) 893 0086

92523 Danial Roads

Detroit

Phone

p +1 (555) 893 0086

Experience Experience

Dallas, TX

Problem Analyst

Dallas, TX

Ankunding, Grimes and Marquardt

Dallas, TX

Problem Analyst

Establish strong working relationships with Global Infrastructure and Regional Service Managers and wider business stakeholders to drive service improvement
Working with lines of business to develop valid actions to reduce impact and/or TTR for CCB-owned issues
Production of statistics and reports to demonstrate performance of the Problem Management process
Perform root cause analysis (RCA) for cases in scope, and for more serious cases; chair post incident reviews (PIRs) and document for senior management
To ensure the quality of services and the execution of all processes are performed according to established global standards
Perform ad-hoc investigations into other processes and data sources, and advise with
Review all critical issue information & ensure production of necessary daily & weekly problem management reports & MI

Houston, TX

IT Problem Analyst

Houston, TX

Collins, Williamson and Kuhn

Houston, TX

IT Problem Analyst

Supports the IT Problem Management Process through the use of the ITIL Problem Management framework by discerning, researching and reporting on IT problems as well as driving Root Cause Analysis through to problem resolution
Selects and manages problem management teams, including planning, assigning, scheduling, monitoring and reviewing problem activities
Collects and analyzes information; interviews subject matter experts (SMEs), observes operations and uses knowledge of business systems and processes to develop solutions to specific problems
Creates problem documentation which includes problem root cause analysis, problem interview notes and problem synopsis for IT senior management
Performs IT problem risk assessments, including identifying key risk factors, providing effective mitigation strategies
Oversees problem activities for assigned functional area(s) to ensure problems are resolved in a timely manner with minimal impact to the business
Conducts problem management meetings to help align support resources, diagnose problems and support communication efforts

present

Boston, MA

Incident / Problem Analyst

Boston, MA

Jast, Kunze and Fay

present

Boston, MA

Incident / Problem Analyst

present

Record details of error investigation and make recommendation for resolution
Perform projects as assigned by leader
Perform trend analysis to eliminate problems
Monitor and manage problem and error through closure
Independently identify problems, perform thorough root cause analysis and record findings
Effectively interfaces with the Change and Problem Management Teams
Enforce monitoring and alerting standards with internal teams

Education Education

Bachelor’s Degree in Computer Science

The University of Texas at Austin

Bachelor’s Degree in Computer Science

Skills Skills

Professional attitude, strong attention to detail, process oriented and organised
Excellent ability to understand new software and able to work efficiently with many ongoing projects
Able to prioritise tasks and escalate any high-profile issues
Intermediate to advanced knowledge of Excel 2007, including the following functions: sorts, filters, VLOOKUP, CONCATENATE, and pivot tables
Strong statistical knowledge and data mining technique
Good knowledge of MS-Windows OS, MS-Office, Reporting tools
Strong customer liaison skills underpinned by a professional telephone manner
Experience of at least one of the following technologies is highly desirable: Java, C#, Microsoft .NET, Biztalk and Sharepoint
Experience of SQL/PL-SQL script creation is highly desirable
Excellent independent judgment; excellent creative and high-level analysis skills

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12 Problem Analyst resume templates

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Senior Change & Problem Analyst Resume Examples & Samples

Possesses a university degree/college diploma in Computer Science or equivalent work experience, and/or 5 to 7 years of experience in T&O IT environment
Illustrates applied knowledge of Remedy ITSM (viaTIL), web-based Crystal reporting and MS OFFICE
Is able to prioritize effectively and multi-task

Change & Problem Analyst Resume Examples & Samples

Provides timely and efficient change management services to internal customers for the successful scheduling of change (i.e. daylight savings time)
Reviews change record information and classification to ensure it meets BMO ITIL standards
Analyzes and tests problem issues and recommends solutions to problem manager
Defines or modifies change categories as per the Change Managers requirements
Highlights scheduling conflicts or the need for additional information to complete the impact assessment review before the final schedule is issued
Under the guidance of the Associate Change and Problem Manager, prepares required reports and graphs for tracking and trending in support of KPI objectives
Possesses a university degree/college diploma in related discipline(s) and/or 2+ years of technical experience IT environment
Demonstrates working knowledge of the T&O desktop platforms, applications, and networks
Displays good knowledge of the T&O organization and processes
Maintains a good understanding of desktop technology and how it is integrated from a desktop perspective
Illustrates broad knowledge of ITIL problem and change management processes
Exhibits working knowledge ITIL Essentials and ITIL Problem and Change Practitioner designations
Exhibits working knowledge of via ITIL
Possess good communication skills, both verbal and written
Possesses good facilitation skills
Demonstrates good analytical skills
Is able to resolve conflicting issues

Itsm Problem Analyst Resume Examples & Samples

Implements and maintains "Best in Class" approaches/practices to Problem Management standards, measurements, and procedures
Collaborates with and manages cross functional teams to identify solutions, root cause, and best practice in accordance with problem management strategy
Ensures overall service levels are met for Problem Management through supporting technical services
Manages continual service improvement through Post Mortems, Risk Assessment, Service Operational Procedure Reviews, and Business leadership reviews
Leads voice of customer reviews with application and business partners to communicate updates and ensure accountability to internal customers
Analyzes trend data to identify potential issues and leads teams to implement any resolutions/improvements needed via problem management process
Partners with infrastructure and application teams to review and implement procedures to ensure consistent process is followed for incident, change, demand and configuration management
Builds and improves operational processes through problem definition, goal setting, information flows and through understanding severity levels and priorities
Resolves Problem Management and technology service/s dissatisfaction issues and escalates exceptions to senior management as appropriate
Communicates/Promotes Problem Management procedures, working practices, and changes to internal teams and customers
Ensures approval of the results of root cause analysis (RCA). This includes the documented root cause (or the decision that such could not be found) and the documented workaround
Participates in High Severity Incident calls and documents critical information for future Root Cause Analysis, discussion, documentation and potential corrective actions
Supports determination of problem priority and service levels as well as regular SLA performance data gathering
Supports the determination of remedial action as well as implementation of corrective actions
Applies Information Technology Infrastructure Library (ITIL) framework knowledge
Facilitates communication with clients, team members, suppliers, etc. to ensure the actions and changes which may affect them are known. Documents commitments and action items
Coordinates customer business calls to disseminate technical information
Min 5-7 years Information Technology or Engineering or information Systems, or related work experience
Ability to communicate complex technical issues and translate into non-technical business reviews
Home office will be located in Englewood Cliffs, NJ
Must be able to travel on occasion to NYC to meet with business customers and conduct problem reviews

Problem Analyst Resume Examples & Samples

Excellent judgement, tact and decision-making ability
Strong evidence of excellent reporting skills - ability to create a methodical, professional reports with a formal Introduction, Content, Scope, give evidence of analysis performed, deliver key and articulate conclusions & observations and be able to provide professional recommendations based on their investigation
Strong organizational skills and interpersonal skills. Able to let other team members know when uncertainties arise or when all assigned work is completed
Be able to think and work independently without the presence of an onsite manager
Be able to prioritise tasks effectively and manage their time accordingly
Understanding of foundational IT technical Service departments, responsibilities, issues and relationships
Experience working in a Global environment
Excellent independent judgment; excellent creative and high-level analysis skills
Approximately 2-3 years of related experience in an Operational role
Approximately 1 years experience in a Service Management with proven experience and success in an Incident or Problem Management role

Problem Analyst Resume Examples & Samples

Establish & maintain a relationship with vendors, to provide accurate root cause & trend management information on an as-required basis
To work in compliance with & maintain policies & procedures
Undertake regular reviews of the Problem Management process & obtain key stakeholders feedback
Assist technical teams in following the root cause process
Engage in regional and global problem management forum
Actively engage with the post problem review process
Review all critical issue information & ensure production of necessary daily & weekly problem management reports & MI

Incident & Problem Analyst Resume Examples & Samples

Analysis and reporting of operational service performance metrics and the service Indices
Reporting and Root Cause Analysis production
Managing the root cause of incidents and instigating actions to correct the situation
Ensuring that high impact incidents/requests follow standard escalation guidelines
Conducting quality compliance checks on service provider activity
Incident and platform management across 24*7*5 and rostered weekend allocations
Maintaining all data related to High Impact Outage(HIO) incidents
Compiling of the various experience reports and the scorecard
Monitoring and managing the communication of major IT incidents to employees
Forming critical incident rapid response teams to alleviate system outages as quickly as possible
IT or business degree or equivalent experience
ITIL Foundation Certificate as a minimum
Solid experience in IT with some experience in a business environment
Experience with Service management according to ITIL standards
Experience in Incident and Problem Management
Excellent Customer Focus
Analytical and proficient in the use of data to support findings and recommendations
Ability to assess and identify trends from a wide variety of data sources
Communication skills both written and verbal
Innovative with good initiative focus
Time management and priority
Report writing ability

Problem Analyst Resume Examples & Samples

Identify trends and potential Problem sources (by reviewing Incident and Problem analysis)
Supports the IP Managers to manage all tasks in their role globally
Coaches and consults with key functions on how to identify critical Incident and Problem Cases
Acts as gatekeeper and reviews all newly created Problem Cases
Creates Known Errors based on new Problem Investigations
Performs Quality Assurance on all completed Problem Investigations
Serves as an escalation point for difficult problems and complex inquiries
Ensures compliance to Incident & Problem Policies & Procedures is being managed across all operational support teams
Analyse KPI / Reporting & Monitoring
Cross-process and cross function operations
Manages Customer escalations and acts as Problem Coordinator by exception
Coordinates deployment and major changes to the Problem Management Process , Procedures and Policies to be incorporated globally
Providing training of both tool and process
Facilitate on-going training via WBL and live virtual training sessions

IT Problem Analyst Resume Examples & Samples

Supports the IT Problem Management Process through the use of the ITIL Problem Management framework by discerning, researching and reporting on IT problems as well as driving Root Cause Analysis through to problem resolution
Selects and manages problem management teams, including planning, assigning, scheduling, monitoring and reviewing problem activities
Collects and analyzes information; interviews subject matter experts (SMEs), observes operations and uses knowledge of business systems and processes to develop solutions to specific problems
Creates problem documentation which includes problem root cause analysis, problem interview notes and problem synopsis for IT senior management
Performs root cause analysis in order to recommend appropriate corrective actions to eliminate IT problems and identify known errors
Identifies, defines and documents complex IT problems and the risks associated, effort level required to eliminate and recommendations
Performs IT problem risk assessments, including identifying key risk factors, providing effective mitigation strategies
Oversees problem activities for assigned functional area(s) to ensure problems are resolved in a timely manner with minimal impact to the business
Conducts problem management meetings to help align support resources, diagnose problems and support communication efforts
Development of metrics and reports from other IT functional areas to be used in problem analysis
Aligns and streamlines Problem Management efforts with Change, Configuration and Release Management processes
Identifies trends and potential problem sources by reviewing Incident and Problem records
Maintains, enhances, and drives the Root Cause Analysis process in conjunction with the technical support teams on identified problems to aid in optimum resolutions. Identifies trends and potential problem sources
Monitors the effectiveness of error control and makes recommendations for improving it
Provides information to support the development of business impact analysis
Maintains records of Problems and Known Errors
Minimum of a B.S. in Computer Science, MIS or related degree and two (2) years of related experience or combination or education, training and experience
Knowledge of the following
Concepts, practices and procedures analyzing the functions within Technology operations, system administration, systems management and systems development
ITIL Service Support procedures with a concentration on Problem Management
Concepts of risk management, issue tracking, change management and requirements gathering
Application development life cycle methodologies and standards
Experience with Incident, Problem and Change Management

Incident / Problem Analyst Resume Examples & Samples

Facilitation of and participation in incident conference bridge to ensure effective incident handling and resolution
Metrics and Reporting
Hand off to, and participate in, the Post-Incident review process
Independently identify problems, perform thorough root cause analysis and record findings
Classify problems appropriately based on the business impact
Identify record and assess errors in the production environment
Monitor and manage problem and error through closure
Perform projects as assigned by leader
Enforce monitoring and alerting standards with internal teams

Incident / Problem Analyst Resume Examples & Samples

3 or more years of Incident/Problem Management experience
Proven troubleshooting skills within a support environment including a strong sense of commitment and drive　towards incident resolution
Excellent verbal and written communication abilities, especially the ability to communicate on infrastructure, security, and risk-related concepts to technical and non-technical audiences
Ability to communicate confidently and clearly on　conference calls, in meetings, via email, etc. at all levels of the organization
Strong organizational skills – the ability to effective manage multiple tasks simultaneously
Ability to independently identify scenarios to investigate for a given incident or problem Can review information sources to quickly identify patterns and trends
Ability to assess customer/client needs, creatively approach solutions and decide appropriate course of action

Incident / Problem Analyst Resume Examples & Samples

Between 5-7 years of experience in an incident management, technology hygiene role
Knowledge of infrastructure health and hygiene in a large scale, multi platform environment is essential
Intermediate or advanced reporting skills would be an advantage
Ability to support a formal callout rota, currently one week on-call support rotation every 4 weeks (the frequency is subject to change based on business demands)

Problem Analyst Resume Examples & Samples

ITIL Version 3 – Foundation is desirable
Awareness of ITIL Problem Management methodologies desirable
Call Centre / Helpdesk experience is essential, ideally in a software development environment
Proficient in the use of SQL and tools such as SQLPLUS or Quest Toad is essential
Experience of SQL/PL-SQL script creation is highly desirable
Experience of at least one of the following technologies is highly desirable: Java, C#, Microsoft .NET, Biztalk and Sharepoint
Experience of CRM configuration and extension is desirable, preferably MS Dynamics
Strong customer liaison skills underpinned by a professional telephone manner
Exceptional analytical skills to determine root cause and resolution accurately
Exceptional literacy capabilities to support administration aspects of the role
Experience of delivering against Service Level Agreement targets and meeting customer expectations

Junior IT Problem Analyst Resume Examples & Samples

Analyze and report incident trend data to identify and eliminate root causes-Initiate actions to fix potential interruptions to service identified during proactive trend analysis
Compile and analyze data collected by Incident Management
Use agreed trend analysis techniques on data in BMC Remedy 8.1 to uncover trends
Perform thorough testing on all solutions and infrastructure changes in the Enterprise Test Environment to ensure they are interoperable, do not impact system performance or availability, and are secure in accordance with all DoD, and all other applicable security policies
Read and interpret logs from systems and 3rd party tools such as Wireshark, ProcMon, Process Explorer, Fiddler, etc
Provide leadership overall situational analysis throughout the lifecycle of problem investigation resolution
Track disruptions and degradations, risks, and generate reports-Maintain and establish knowledge of relevant technology as needs evolve
Bachelor's Degree in Computer Science, Information Systems, or 5 years of other related field or equivalent work experience
Experience with Windows Server OS and Windows 7 OS
Working knowledge of Remedy
8570 compliant IAT Level II upon start
Secret clearance is required

Senior Problem Analyst Resume Examples & Samples

Provide subject matter expertise within the discipline to ensure the execution of those processes and to operations groups are supported and to resolve any anomalies
Track and publish problem data to ensure problems are resolved quickly and effectively (Post Incident Reviews)
Monitor progress on the resolution of Known errors and ensure appropriate entries are made to the Known Error Database
Instigate forums with appropriate groups to conduct and drive Root Cause Analysis of service affecting problems, ensuring actions are delivered within agreed timescales
Identify trends and potential problem sources, by reviewing multiple data sources in alignment with the ‘Trend Analysis’ process
Manages the execution of reactive and proactive processes and activities required to design, implement, maintain, and improve the compliance and performance of operations processes
Understands business problems and opportunities in the context of the requirements and recommends solutions that enable the organization to achieve its goals
Ensures business objectives are identified, understood, and accounted for in the development of technology solutions
Typical responsibilities may include complex data mining, trend analysis, metric and report production, process maturity and compliance assessment, process flow charting, and iterative process activities
Initiates and leads Service Improvement Projects (SIP); coordinates business-as-usual and ad hoc activities to improve service and/or reduce cost
Provides routine and ad hoc status updates and coordinates/facilitates meetings as needed
Minumum 3 years’ experience in an IT or Statistical role within a Global Organization
Good knowledge of MS-Windows OS, MS-Office, Reporting tools
Excellent English language skills – understanding, speaking and writing
Previous Incident Management or Problem Management experience (2-3 years)
Operations Management experience
Extensive knowledge of Thomson Reuters products and services
ITIL V3 Foundations-preferred

Problem Analyst Resume Examples & Samples

Previous experience of working in a specific Problem Management role – suitable to a FTSE100 business. (This is not a ‘Incident’ role)
Ability to demonstrate experience of owning a ‘Problem’ end to end – and relevant interactions
Ability to follow an ITIL Problem model …

Problem Analyst Resume Examples & Samples

Analysis of non-critical CCB-owned issues to identify problem trends and chronic issues
Communication with technology owners
Conduct formal CCB root cause reviews for Priority 1/Severity 3 issues as well as meaningful requests from other lines of business for Non-Priority 1 issues
Ensuring quality reviews occur
Developing, assigning, and tracking actions to appropriate parties as part of the root cause review
Ensuring appropriate actions are created to prevent problem from recurring
Ensuring appropriate actions are created to resolve process or documentation issues that could contribute to longer TTR
Facilitating post-implementation reviews to validate changes intended to resolve problems, and associated incidents are completed and properly documented
Communication with Incident Management to ensure related incidents are updated accordingly
Working with lines of business to develop valid actions to reduce impact and/or TTR for CCB-owned issues
Associate’s degree or equivalent work
Knowledge of the ITIL Framework is required; a V3 certification is preferred
Incident management experience
Problem management experience
Customer service and client interaction skills
Experience conducting root cause analysis, documenting findings
Ability to work independently and very self-motivated
Demonstrated experience in analysis and presentation
Comfortable in a fast dynamic environment with the ability to work in a disciplined manner and to remain composed under pressure
Excellent documentation skills with the ability to create clear and concise content
Ability to find the answers to questions without waiting for answers to come to you
Effective use of analysis techniques to drill into the details and ask relevant questions to create clarity
Ability to analyze a problem and solution to see gaps
Excellent organizational and project management skills, including the ability to organize time, work on multiple tasks, and follow tasks and projects through to completion, while keeping all interested parties properly updated

Problem Analyst Resume Examples & Samples

Analysis and reporting of incident trend data to identify and eliminate root causes
Initiating actions to fix potential interruptions to services identified during proactive and trending analysis of the services
Facilitating and coordinating technical meetings
Leading and facilitating post mortem investigations into high impact faults
Managing root cause analysis between technical teams
Initiating actions to fix interruptions to service caused by errors/faults
Production of statistics and reports to demonstrate performance of the Problem Management process
Identifying the need for achange request to resolve the problem
Creating a workaround, provide them to the appropriate teams to implement
Log identified Problems in the Known Error Database, keep updated on progress and close out in the Problem Report System
Verify problems resolved after permanent fix has been applied by monitoring the related issue
Bachelor Degree in Engineering, Diploma in Electronics or equivalent
Relevant experience can compensate for lack of formal education
Minimum of 5 years’ experience working in a similar capacity, preferably within the telecoms/satcoms industry
Experience of ITIL Service Operation processes
High level of self motivation
Proactive and able to drive ad-hoc and virtual teams to problem resolution
Resourceful - utilise all tools, expertise and knowledge bases to investigate and resolve problems
Previous experience from support or customer service role
Excellent understanding of network topology and OSI model
In-depth understanding of VSAT and FBB networks, hardware and usage
Excellent ability to understand new software and able to work efficiently with many ongoing projects
Preferably iDirect IOM certification
Preferably pervious knowledge of scripting languages (Perl, VB scripts, etc)
Preferably pervious knowledge of HTML and wiki markup
Preferably practical knowledge of Cisco switches and routers, including configuration and system commands
Technical and Inmarsat product knowledge
Tenacity and Drive to make a difference to Inmarsat Customer Support and Technical Services
Working within a matrix structure with strong a collaborative style
Understanding of Project Management methodology
Good understanding and experience of operational development in a business driven environment
Good communication and networking skills to interact with peers, senior management, project stakeholders and internal customers
Business Case writing skills
Professional attitude, strong attention to detail, process oriented and organised
Flair for lateral thinking and problem solving
Change deployment skills
A demonstrated ability to work across organizational boundaries
Objective, rational and multidisciplinary thinking
Provide candid feedback
Ability to face up to problems quickly and take action
A willingness to be self-critical and learn from mistakes - avoiding hubris
Acts within his circle of competence and knows the boundary
Ability to identify with Inmarsat values
Ability to finalise projects
Proactive and analytical attitude
Team player with good interpersonal and communication skills, social and outgoing

Problem Analyst Resume Examples & Samples

The role is the primary customer contact for detailed technical questions, is customer focused, and can set up customer requirements into a working ICT solution, if necessary together with other disciplines
Needs to provide technical assistance for in-time and quality implementation of connecting, global, customer's LANs (Local Area Networks) together via the different available WANs (Wide Area Networks) in direct co-operation with System Engineering and Project Management
Prepare and maintain technical customer documentation (drawings/database/Service documents/Disaster Recovery document) and handover to the different Technical Support Centres, Network Management Centres, Project Coordination, Project Management, Service Account Management and System Engineering
Typically engineering/science degree
CCNP qualified
Typically 3 years professional experience within tele/datacommunications environment
Can act as a source for the resolution of unique or complex problems which effect the management of own discipline
Customer/Business Orientation - Customer Response: Can develop long-term relationships with external customers. Develop and maintain management systems, fault diagnosis and debugging tools

Change & Problem Analyst Resume Examples & Samples

To provide support to the Change Manager in day to day Change Management activities
Assess change impact and risk / also on a technical level
Promote through education the change management process and use of Service Now
Root cause analysis and technical investigation of problem records
Implementation of resolutions to problem records
Support and engage with project teams and technical team leads
Support change / problem communications
Taking minutes and recording actions for CAB / PCB (Change Advisory Board / Problem Control Board.)
Chairing CAB / PCB in the Change / Problem Managers absence
Experience in Change Management supporting over 3000 users
Experience working in an Information Systems / Information Technology environment
Commercial experience working as an Analyst or within an IT Support / Help desk role
The ability to communicate effectively and with appropriate sensitivity with a wide variety of colleagues and suppliers
Must be able to work under own initiative without the need for close supervision
To be self-motivated with a willingness to take responsibility and exercise initiative
To be customer focused, acting as an ambassador for Thales Services in front of all customers

Incident & Problem Analyst Resume Examples & Samples

IP Telephony
Cisco telephony
Data Networking
Perimeter

Incident & Problem Analyst Resume Examples & Samples

When incidents are raised the job holder will need to quickly determine the severity of the issue with regard to business impact and technical complexity. They will need to assess who needs to be involved and ensure all appropriate groups are working on resolving the outage in a timely manner. If necessary notify, escalate and communicate to senior management
Prioritise incidents to ensure issues are dealt with in the correct order
Maintain accurate & up to date records of Incident Management processes and activities at all times. Seek improvements to ensure that lessons are learnt from incidents and that any work required to prevent a future reoccurrence
Ensure that the relevant IT Teams have performed the proper root cause analysis, documented the workarounds and known errors, the issue has actually been resolved and the appropriate processes were followed
Functions as subject matter expert in root cause analysis methodologies and issue resolution
The job holder will be expected to fully understand how IG’s core dealing systems and backend processes work. This will include understanding how to undertake the daily reconciliation processes
The team is responsible for the IT Change Process and the job holder will be involved in activities such as organising, coordinating and communicating changes. They will also need to participate in the Change Advisory Board meetings and ensure changes are raised and approved correctly
Delivering problem management metrics and using them to drive continual service improvement
Deliver clear and accurate communication during all
Ability to lead technical conversations with various technical support groups
The job holder will own the Incident and Change Management processes
Eager & quick to learn
Interest in financial products
Numerical competency
Calm under pressure through demanding challenges
Knowledge of troubleshooting financial trading platforms
ITIL processes and terminology consistent with having attended an ITIL Foundation level course
Experience of working in a global organisation
Experience of delivering within a multiple service support team, in a complex business environment
2+ Years Application Support, Min 1 Year Major Incident Management Experience

Incident & Problem Analyst Resume Examples & Samples

Responsible for the execution and improvements for the operational processes in:Request Fulfillment, Incident Management and Problem Management
Manage and respond to requests, incidents and problems per agreed service level agreements
Lead major incident troubleshooting to resolve service disruptions in the voice and Virtual collaboration space
Coordinate the resolution of requests, incidents and problems by engaging the right internal teams and external vendors and suppliers

Problem Analyst Resume Examples & Samples

Perform root cause analysis (RCA) for cases in scope, and for more serious cases; chair post incident reviews (PIRs) and document for senior management
To ensure the quality of services and the execution of all processes are performed according to established global standards
Track and publish problem data to ensure problems are resolved quickly and effectively
Liaise with internal customers and stakeholders to determine root cause and drive problem
4+ Experience in an IT service management or operations role within a Global Organization
Logical with strong analytical skills
Strong statistical knowledge and data mining technique
ITIL knowledge and understanding of Incident and Problem Management processes

IT Lead Problem Analyst Resume Examples & Samples

Bachelor's degree in Information Systems/Technology, Computer Science, Computer Engineering, or a related field or equivalent education and experience
At least 3 years of experience in IT Operations as an IT Project Manager or IT Change Manager, or equivalent education and experience
Experience includes IT problem management principles, processes methodologies
Experience and knowledge of ITIL Problem Management best practices
Experience in using ITIL Problem Management best practices for cross functional environments, including Infrastructure, Operations and Applications
Ability to clearly articulate messages to a variety of audiences, including the ability to influence across the organization
Ability to establish and maintain strong relationships
Resilient and tenacious with an inclination toward policy and process
Demonstrated ability to learn technical information quickly
Team player able to work collaboratively and effectively with and through others, at all levels in the organization
Forward looking with process improvement in mind
Organized and detail oriented, problem solver
Gaming and Hospitality Experience
Excellent coordination and listening skills
Excellent time management and scheduling skills

Problem Analyst Resume Examples & Samples

Stakeholder Management and Communication: Ensuring all Problems have clear ownership, ensuring that all stakeholders are kept aware of impact and progress on a regular basis until resolved
Proactive Problem Management: To improve overall availability of services by driving the proactive identification of Problems. Proactive Problem Management aims to identify and solve Problems and/or provide suitable Workarounds or strategic solutions before Incidents reoccur
Problem Categorisation and Prioritisation: To ensure all Problems are recorded and prioritised with appropriate diligence including adhering to Group & Barclaycard problem standards
Problem Closure and Evaluation: To ensure that - after a successful Problem solution - the Problem Record is fully evaluated and all related tasks are closed
Problem Review: Lead regular Problem Management reviews to ensure process compliance is adhered to and quality levels are maintained
Problem Management Reporting: Ensure that the other Service Management processes as well as IT Management are informed of outstanding Problems, their processing-status and existing Workarounds
Responsible for facilitating the diagnosis of root cause & driving the resolution of all Problems
Responsible for conducting a Post Incident Review for Severity 3 Low & Severity 3 Medium incidents