Problem Management Analyst Resume Samples

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K Douglas

Kristina

Douglas

559 Orrin Land

San Francisco

+1 (555) 415 8564

559 Orrin Land

San Francisco

Phone

p +1 (555) 415 8564

Experience Experience

Philadelphia, PA

Problem Management Analyst

Philadelphia, PA

Mraz, Howell and Muller

Philadelphia, PA

Problem Management Analyst

Assists with periodic ITSM Problem Management reviews with CHI Managed Service Providers
Works with the ITS Service and Management Performance team to identify areas for service improvements
Co-ordinate Support and Development teams to aid in the development and production of workarounds
Provide recommendations for process development, monitoring reports and performance measurements
Works with the ITSM Incident Manager to identify trends in incident data that indicate systemic issues for focused Problem Management analysis
Active participation in the constant improvement to the Problem Management Process
Acts as primary communications interface to all Asset Management (AM) Business Units for problem management escalations

Dallas, TX

IT Problem Management Analyst

Dallas, TX

Altenwerth-Kling

Dallas, TX

IT Problem Management Analyst

Monitor Problem Management processes and procedures in support of the Operations Division and its services. Promote proactive problem management practices by assisting in implementing an end-to-end process improvement program for the entire management network
Assist in the development of documentation to support the established Problem Management policies and procedures and training documentation
Constructing analytic solutions to IT business problems and collaborating approaches to remediate the problem
Create, distribute and maintain complex interactive data visualizations, reports and dashboards to support business decisions
Provide services to assist in reducing the duration of an outage by ensuring proper teams are engaged. Investigate and respond to problems or complaints regarding service delivery performance. Assist in the identification and automation of problem reporting processes
Provide awareness to the impacted end-users or lines of business during a major outage. Determine the corporate level of severity and complexity of major outages. Distribute Corporate Problem Advisories in the event of major impact affecting BB&T, subsidiaries and external clients
Support and act as alternate to the Root Cause Analyst in functions that shall include: contacting and advising key technical support staff in IT Operations to research the root cause of recurring or severity level 1 and 2 problems. Reduce outages from recurring by driving to root cause and ensuring preventative actions are identified and documented

present

Boston, MA

Incident & Problem Management Analyst

Boston, MA

Eichmann, Grimes and Graham

present

Boston, MA

Incident & Problem Management Analyst

present

Manage day to day I&PM activities, ensuring the I&PM process operates effectively and efficiently with all stakeholders, internal and external
Assist in defining the Incident (including major incident) & Problem Management process to which IT Operations and their associated 3rd party service providers work
Partake in instigating and coordinating the efforts of a cross-functional (internal & external) crisis management team for P1 incidents, to ensure service is restored in a timely manner
Investigate into the Root Cause of problems, identifying the relevant groups to involve
Diagnosis of faults and determining whether new incidents are related to known errors or existing problem records
Works with the CHI Vendor Performance Management Team to assure proper Managed Service Provider performance within agreed to SLAs
Provides analysis and support of ITSM Problem Management processes across all CHI Managed Service Providers and CHI ITS IT operations

Education Education

Bachelor’s Degree in Related Field

Ashford University

Bachelor’s Degree in Related Field

Skills Skills

Possess excellent writing/analytical skills as well as the ability to be detailed and process oriented
Resourceful - ability to utilize all tools, expertise and knowledge bases to drive constant improvement of the problem and resolution process
Excellent presentation skills and ability to lead meetings
Strong organizational skills and the ability to effective manage multiple tasks simultaneously
Strong knowledge in Microsoft Excel
Strong overall knowledge of technology business and best practices
Good interpersonal skills and ability to work in a team
Strong attention to detail
Ability to communicate with other Technical and Business areas comfortably to deliver reporting and be able to converse with ease with all levels of management
Detailed knowledge of the ITIL Incident and Problem Management processes

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6 Problem Management Analyst resume templates

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Incident & Problem Management Analyst Resume Examples & Samples

Ability to express ideas clearly both in written and oral communications
Positive, constructive attitude
Flexible and adaptable to changing circumstances
Proactive, action oriented
Composed in a crisis
Ability to influence groups outside of their team
Ability to work well with people from various business and technology disciplines
Ability to train and mentor technical resources for production assurance processes and tools
Ability to maintain job standards in a highly stressful, fast paced, changing environment
Committed to results, high performance
Initiative - independent thinking, willingness to “step outside the box” and take reasonable, calculated risks
Detail-oriented, aggressive problem solver
Outstanding work ethic
2 -4 years prior experience working in a technical production assurance environment
Experience in negotiation and issue resolution
ITIL and Problem Management skills
In depth knowledge of root cause analysis

Problem Management Analyst Resume Examples & Samples

3 years of experience with enterprise problem management in a large network environment
1+ years of experience with developing formal reports, informal reports, and briefings
DoD 8570 IAM Level II Professional Certification
3 years of experience with briefing

Problem Management Analyst Resume Examples & Samples

Ownership of severity 1 and 2 Problem Records assigned the EMEA problem management team
Classification and recording of all information within the problem record to allow for data quality, clear and consistent reporting. Adhering to global standard process
Co-ordinate and facilitate Major Problem Review meetings for Sev 1 outages and producing a Enhanced Post mortem, documenting key information, at both a business and technical level
Work with technical subject matter experts to facilitate and drive root cause analysis. Identify key areas to be investigated to help prioritise the activities required for prevention
Guide and assist specialist support staff to identify key areas of improvement
Create post mortems for severity 1 and 'In Scope' severity 2 incidents
Identify chronic incidents - facilitate and co-ordinate key activities required to identify workarounds, root cause, identify key activities to prevent recurrence/ avoidance of issues
Task management –creation and monitoring to ensure all owned tasks are resolved within a timely manner. Policing the information provided to ensure that they are completed satisfactorily
Escalate when activities cannot be resolved within the stipulated timeframes. Highlighting indicators of risk to the Problem Manager and Senior Management
Identification and escalation of trends to the Problem Manager for review and action
Identification of known errors, workarounds, within applications and Infrastructure and work with SME’s to develop plans or changes into the environment to implement permanent fixes
Knowledge sharing with other regional/global problem management teams
Through regular trend analysis, identify the requirements for service improvement programmes
Design and produce regular appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis
Sharing with incident management, the best available workarounds for incidents related to unresolved problems and/or known errors
Candidates must have previous experience of working within a large scale multiple platforms environment, supporting a large number of devices, applications and services and have good knowledge and understanding of all of the service support disciplines and methodologies
Proven IT Problem Management skills are essential
Experience of the incident management process within an ITIL framework, from detection to resolution. Excellent understanding of the key relationships between incident, problem and change management
Usage of commercial software, such as MS Word, Excel, Outlook, PowerPoint, Project and Visio is essential
Take a methodical approach to each situation when applying root cause analysis methods
Data collection, analysis and presentation skills are essential
Ability to communicate with other Technical and Business areas comfortably to deliver reporting and be able to converse with ease with all levels of management
To be able to cope under pressure, responding to tight deadlines with minimal supervision. Use initiative to deliver easily understood recommendations to management and other areas
Ability to influence others in decision making and driving forward results
ITIL certification will be an advantage
Good interpersonal skills and ability to work in a team
Customer and process focused
Able to take initiative
Ability to interact with peers and senior management
Experience in the use of ServiceNow or any similar ITSM tool will be an advantage

Continual Service Improvement Problem Management Analyst Resume Examples & Samples

Accountable to own problem investigations through to resolution, as defined by the Problem Management Key Performance Indicators
Ensure that PBI are completed in a timely manner with an appropriate root cause
Collects and analyzes statistical data looking to optimize the Problem Management processes
Accountable for driving the efficiency and effectiveness of the Problem Investigation process
Provide pertinent information to Section Manager and Senior Management as required
Prepares formal communications for measurement reports in support of PBI objectives
Ensures administration of daily activities are applied and completed through established ITIL Processes
Facilitates/attends required status, process, PBI and documentation review meetings
Prepares and provides required reports and/or graphs for tracking, trending and other reporting requirements
Advises and communicates status, progress and issues to appropriate team members, groups and COEs
Lead and Coordinate efforts of resources on multiple teams, as required, to drive forward problem investigations
Lead efforts to investigate and identify innovative solutions to proactive problems as defined by Problem Management
Assist CSI Analysts and Specialists with the creation and management of proactive and reactive PBI
Provide input into Service Improvement investigations in the areas of trending and historical PBI
Follow up with technical teams and or Section managers to obtain updated status of PBI
Assist team members in addressing road blocks and escalations
Possesses a university degree/college diploma in Computer Science or equivalent work experience, and/or 5+ years of experience in an IT environment
2 years’ experience with Problem Management specifically
Demonstrates solid knowledge of the T&O standard operating systems, applications, associated tools, and networks
Displays sound knowledge of T&O organization and processes
Experience with Remedy ITSM (via ITIL), reporting and MS OFFICE
Maintains an understanding of the T&O organization and stays abreast of the current organizational state
Demonstrates knowledge of ITIL framework/process; Problem Management, Change Management, Incident, Configuration, release Management and Service Level Management
Is self-motivated and goal-oriented

IT Problem Management Analyst Resume Examples & Samples

Analyze and determine Root Cause when an Operations Division service is operating outside of planned scope. Perform Root Cause Analysis in conjunction with the technical support teams on identified problems to aid in identification of optimum resolutions and document all findings. Consult with technical staff to develop understanding of a problem and its complexities
Monitor Problem Management processes and procedures in support of the Operations Division and its services. Promote proactive problem management practices by assisting in implementing an end-to-end process improvement program for the entire management network
Represent Problem Management in approved major projects to ensure the appropriate technology management controls and techniques are utilized to minimize business risk and negative client impact
Provide support to Problem Management personnel and promote efficiency, teamwork, and staff development. Interview management and staff personnel to assist in determining problem management process requirements. Assist higher level Problem Management Analysts in working with lines of business to resolve recurring problems, and create and maintain updates in the known error database
Assist in the development of documentation to support the established Problem Management policies and procedures and training documentation
Constructing analytic solutions to IT business problems and collaborating approaches to remediate the problem
Create, distribute and maintain complex interactive data visualizations, reports and dashboards to support business decisions
Bachelor's degree in business or related field or equivalent education and related training
Four years of experience covering a wide-range of writing assignments, course development, and/or training documentation for both hardware and software products; must have Data Analytics/Visual Analytics skills/experience
Skilled in the planning and development of user documentation and training manuals with a proficiency in Microsoft Office, i.e. word processing and Excel spreadsheets and Visio flow charting
Working knowledge of information technology and operational methodologies and practices
Excellent interpersonal skills in handling of problem situations
A working technical knowledge and understanding of potential problems and known errors that could affect the organization
Passion for finding insights in data and data visualization to answer complex business questions

Problem Management Analyst Resume Examples & Samples

Detailed knowledge of the ITIL Problem Management processes
Knowledge of Trend Analysis
Good presentation skills with ability to present material clearly and concisely
Coordination skills: managing (complex) IT technical investigations
3 years of proven experience and success in an Incident or Problem role

IT Problem Management Analyst Resume Examples & Samples

Working technical knowledge and understanding of potential problems and known errors that could affect the organization
Exhibited technical background of Network and Applications, preferably within the Financial Industry
Experienced in trending data to drill into potential issues and proactively address remediation

Problem Management Analyst Resume Examples & Samples

Able to accurately determine the business impact of an incident and respond appropriately
Assist with driving problem investigation
Strong technical background but will not be the domain expert, SMEs will provide the technical depth for their area
Familiar with ITIL processes
Provide Incident and Problem reports on a regular basis
Experience in providing 24x7 down systems support

IT Problem Management Analyst Resume Examples & Samples

Support and represent the IT Problem Management Manager in such ways as: Ensure that standardized processes are being followed (e.g. Severity Level Definitions, Service Desk Problem Management Processes). Facilitate and coordinate participation of technical teams to obtain fact-finding information in regards to current situation and update the Problem Management Manager. Assure a quality post-impact analysis including root cause, preventative measures and lessons learned is achieved and communicated
Proactively monitor problem management processes for the Operations Division and identify improvements and management reporting requirements. Monitor and follow up on technical activities associated with problems. Work with lines of business to resolve recurring problems. Create and maintain updates in the known error database
Provide services to assist in reducing the duration of an outage by ensuring proper teams are engaged. Investigate and respond to problems or complaints regarding service delivery performance. Assist in the identification and automation of problem reporting processes
Provide awareness to the impacted end-users or lines of business during a major outage. Determine the corporate level of severity and complexity of major outages. Distribute Corporate Problem Advisories in the event of major impact affecting BB&T, subsidiaries and external clients
Support and act as alternate to the Root Cause Analyst in functions that shall include: contacting and advising key technical support staff in IT Operations to research the root cause of recurring or severity level 1 and 2 problems. Reduce outages from recurring by driving to root cause and ensuring preventative actions are identified and documented
Bachelor's degree in business related field or equivalent education and related training
Four to six years of experience in the problem management field or equivalent experience in development, implementation and documentation of processes
Thorough working knowledge of information technology and operational methodologies and practices
Proven analytical and problem solving skills; project management skills
Strong verbal and written communication skills; excellent interpersonal skills
Business application knowledge of Service Desk (TDS and TEC), Netview, EMS and Microsoft Office Professional Suite/Visio, and IS Modeler flowcharting
Knowledge of ODBC compliant databases (primarily MS Access and Oracle) and Cold Fusion/HTML and SQL programming languages

Problem Management Analyst Resume Examples & Samples

Detailed knowledge of the ITIL Incident and Problem Management processes
Directly and / or indirectly supervise staff members
Recommend the selection of and be responsible for the performance management of staff members
Lead and manage some team activities through to completion
Provide direction to Incident-Problem Administrators and Analysts
5 years experience in a Operational / Service Management role

Problem Management Analyst Resume Examples & Samples

Build out analytics for all teams utilizing multiple data sources
Investigate Critical/Complex incidents and issues identified as problems
Deliberately track and provide consistent follow up on these incidents through reporting, recurring stakeholder meetings and other methods
Work closely with Operations to provide health reports on ecosystem and identification of key problems to our Executive team and other key stakeholders
Co-ordinate Support and Development teams to aid in the development and production of workarounds
Assist in production and maintenance of Known Error documentation
Assist in production of Major Incident Reports and Root Cause Analysis
Identify Root Cause Trends in incident management outputs
Initiate Problem investigations and root cause analysis in conjunction with the Operations Manager and other stakeholders
Direct customer interaction with Key Enterprise clients regarding identified problems
Experience in an Incident Management or Problem Management Role
Experience with Zendesk and Insights Reporting is an asset
Knowledge and experience with TFS and JIRA Incident management tools
Effective communication skills required to collaborate with multiple teams
Self Driven with ability to take initiative
Strong knowledge in Microsoft Excel

Problem Management Analyst Resume Examples & Samples

Coordinates and supports CHI ITSM Problem Management processes across a multi-vendor, Managed Service Provider environment for a large, complex IT enterprise
Analyzes and coordinates Enterprise IT data to identify trends indicating underlying causes of IT service outages and degradations
Minimizes IT service disruptions to business users
Provides analysis to IT service problems to identify and correct errors in the IT infrastructure before issues lead to additional IT service outages and degradations
Provides analysis and support of ITSM Problem Management processes across all CHI Managed Service Providers and CHI ITS IT operations
Provides support to the Problem Manager to ensure that CHI Managed Service Providers have the necessary CHI Problem Management process understanding, tools and staff resources to successfully work with the CHI Problem Management team
Writes process documentation and provides training to Problem Management process participants
Recommends continual service improvements and coordinates execution of approved proposals
Assists with major incident reviews to determine root cause(s) of the major incident
Works closely with the ITS Performance and Service Management team to collect and review Managed Service Provider Problem Management data and SLA performance compliance
Works with the ITS Service and Management Performance team to identify areas for service improvements
Works with the ITSM Incident Manager to identify trends in incident data that indicate systemic issues for focused Problem Management analysis
Works with the CHI Vendor Performance Management Team to assure proper Managed Service Provider performance within agreed to SLAs
Assists with periodic ITSM Problem Management reviews with CHI Managed Service Providers
Completes resolution activities ensuring they are implemented through the appropriate ITSM Problem Management activities
Completely documents all problems
Supports efforts to identify work-arounds and mitigations that prevent problem reoccurrence if a permanent solution cannot be immediately implemented
Provides analysis to evaluate ITSM Problem Management processes to ensure coordinated multi-service provider, problem management processes including: Problem detection processes, problem categorization and prioritization, problem investigation and diagnosis, workarounds, problem closure and documentation, problem reporting and major problem reviews
Bachelor’s degree in related field or may substitute equivalent combination of education and/or experience
2+ years of diverse work experience in IT, and specifically as it relates to ITSM Problem Management operations
Extensive knowledge of ITSM Service Operation Processes
Strong understanding of the tools and processes used in Problem Management
Strong experiences in root cause analysis using various methods such as 5-whys, fishbone, etc…
Experience in vendor interaction and management
Strong communication skills, analytical ability, decisiveness, judgment, and the ability to work effectively with clients, IT management, staff and vendors. Ability to drive meetings with cross-functional and cross-company participants
Broad technical background that allows facilitating root cause analysis meetings across multiple parties and the confidence to challenge proposed technical causes and proposed remediation actions
Reverence: Having a profound spirit of awe and respect for all creation, shaping relationships to self, to one another and to God and acknowledging that we hold in trust all that has been given to us

Problem Management Analyst Resume Examples & Samples

Acts as primary communications interface to all Asset Management (AM) Business Units for problem management escalations
Manages the formal Asset Management root cause review process, ensuring that quality and in-depth root cause reviews occur as soon as reasonably possible for all Asset Management owned P1Sx issues; and all meaningful requests from other JPMC lines of business to review impacting P1/Sx and non-P1 issues
Responsible for developing, assigning, and tracking actions to appropriate parties as part of the root cause review. These actions will ensure the problem does not reoccur; or will resolve process or documentation issues that could contribute to longer TTR (Time To Restore)
Work closely to with Incident and Change management to ensure related incidents are updated
Responsible for working with lines of business to develop valid actions to reduce impact and/or TTR for AM-owned issues (i.e. application resiliency; move to DR solutions, etc.)
Responsible for working with Asset Management Business Units globally to ensure the Problem Management process is executed comprehensively. This includes focus on development of known errors; interaction with CMDB platforms; classification of incidents and problems to improve reporting that will lead to better trending and analysis of problems
Analyzes AM-owned issues to identify problem trends and chronic issues; communicate with technology owners; and facilitate plans of attack to ensure that AM reaches its committed goal of reducing problems in the environment; eliminate defects; reduce impacts; and shorten time to repair, drive efficiencies
Analyze timelines for gaps and improvement opportunities related to detection, monitoring, meeting service levels, addressing recurring events, and identifying potential impact to other environments
Strong cross technology background in areas such as network, distributed, end user and mainframe
Ability to influence and lead technical conversations with various infrastructure and application support groups
Excellent presentation skills and ability to lead meetings
Possess excellent writing/analytical skills as well as the ability to be detailed and process oriented
Ability to work from own initiative under minimum supervision
Knowledge and experience of 1 or more Incident & Problem Management toolsets
Intermediate Excel Knowledge, ability to dissect large data files, utilizing formulas, minor scripting, and filtering
ITIL certification desirable

Problem Management Analyst Resume Examples & Samples

Coordinate with partner teams to improve process flows, reduce time to resolution and ultimately improve the customer experience
Perform and document the results of a root cause analysis (RCA) on IT infrastructure, applications and databases using proven problem analysis methodology
Identify, investigative and report on recurring incidents
Coordinate problem management meetings within internal and external partners to identify root cause, follow up on remediation steps and investigate potential problems to prevent future incidents
Identify major drivers of incidents by providing trending analysis and metrics
Participate in continual process improvement to streamline existing processes and implement new ones where appropriate to reduce time to resolution and create a better customer experience
Work with a global team to open, track, triage, prioritize, investigate, own, resolve, document, escalate and communicate timely and accurate status and reporting
2 -3 years of hands on experience working IT with at least 1 year working as a problem management analyst
Experience working within an IT Service Management (ITSM) framework and ITIL v3
Experience working a ServiceNow environment is a plus
Experience handling PCI, HIPPA and PII data is required
Results oriented with a flexible attitude and strong leadership skills required
Experience working in a large application environment
Must have strong analytical, planning, organizational and communication skills with the ability to provide a concise business translation of technical requirements and descriptions
Ability to work within and lead cross functional teams
Ability to work flexible hours and be available on-call in a 24 x 7 x 365 environment
BA or BS degree in related field (equivalent experience may be considered)

Problem Management Analyst Resume Examples & Samples

Providing coverage from 11:00pm to 8:00am EST Sunday - Thursday (Excluding Guardian Holidays)
Management of Major and Severe business impacting incidents primarily involving large scale infrastructure issues or high risk data / application issues
Produce time sensitive communication, regarding Severity 1 outages
Running both technical conference bridges and business update calls
Collating technical and business impact
Documenting Issues, updating issues log, following issues to completion, and escalating issues to management team if needed
Ensure that all IT Teams follow the Incident management process for every incident, address non-adherence
Driving decision making for incident resolution and minimizing impact to the business
Providing incident updates to stakeholders
Assist with managing problems, to ensure that our standard Problem management process is followed. Setup of PM\RCA meetings, coordination of assigned tasks
They are diagnosed, logged and escalated to appropriate and consistent quality standards;co-ordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems
Capturing incident follow ups and completing formal Post Mortems
Identifying stability trends and escalating them through the Problem Management process
Coordinate decision making of critical, emergency break fix work by chairing conference calls and publishing formal communication
Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution
Advanced knowledge in Incident, Change, and Problem Management
Understanding of foundational IT technical issues and relationships
Excellent communication (both verbal and written). The ability to communicate confidently and clearly on bridge calls, in meetings, via email, etc. at all levels of the organization is essential
Strong organizational skills and the ability to effective manage multiple tasks simultaneously
Client focus and ownership - displays initiative and a proactive approach to work
Knowledge of corporate toolsets such as Service-Now (incident/problem)
Proficient within Microsoft Suite (Excel, Powerpoint, Word)
Proficient in pattern recognition
Passion for identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment
Ability to influence and lead technical conversations with various infrastructure support groups
Sensitivity and urgency in dealing with line of business outages
Demonstrated ability to be a collaborative team player
Strong overall knowledge of technology business and best practices
3 plus years of experience in Service Delivery, Problem Management and Incident Management

Problem Management Analyst Resume Examples & Samples

Must have a can-do attitude, work well in a team environment and be committed to the process of continual self-improvement
Candidate should have a good sense of personal accountability when it comes to completing assigned activities and meeting deadlines
Self-motivated, hard-working and detail-oriented
Proficient in Microsoft Excel, Word, Outlook and PowerPoint
Ability to quickly get up to speed with a good understanding of the roles and responsibilities of this position

Incident & Problem Management Analyst Resume Examples & Samples

Manage day to day I&PM activities, ensuring the I&PM process operates effectively and efficiently with all stakeholders, internal and external
Assist in defining the Incident (including major incident) & Problem Management process to which IT Operations and their associated 3rd party service providers work
Assist in defining the approach for effective communication of major incidents including ensuring appropriate management and business is kept up to date as required
Partake in major incident management from initiation until an acceptable client work around is in place
Partake in instigating and coordinating the efforts of a cross-functional (internal & external) crisis management team for P1 incidents, to ensure service is restored in a timely manner
Partake in Post Incident reports for all P1 incidents to senior IT leaders (including IT LT, IT Operations LT) and other appropriate contacts within 2 working days of service restoration. Including executive summary, timeline of events, root cause and follow up actions, ensuring follow up actions are addressed as published in any/all preliminary/final analysis
Investigate into the Root Cause of problems, identifying the relevant groups to involve
Diagnosis of faults and determining whether new incidents are related to known errors or existing problem records
Strong knowledge, understanding and experience including but not limited to

Problem Management Analyst Resume Examples & Samples

Management of active problems ensuring they are kept up to date with clear, concise information
Ownership and coordination of actions of assigned problems
Engaging with appropriate technical and business teams across the enterprise to assist in the resolution of problem records
Liaising with key stakeholders to keep them informed of progress
Managing appropriate escalations where operational level agreement breaches occur
Facilitation during post incident reviews with senior team members
Production of statistics and reports to demonstrate performance of the Problem Management process such as, incident trend data to identify and eliminate root causes, diagnosis of faults and determining whether new incidents are related to existing problems, proactive in identifying problems, and analyze & recommend Service Improvement plans
Active participation in the constant improvement to the Problem Management Process
Arrange meetings, completing post incident reports, note taking, providing root cause updates to key stakeholders
Previous experience performing trend analysis and documenting themes
Exceptional analytical skills (logical/critical thinking)
Ability to work with multiple teams to drive problem resolution
Resourceful - ability to utilize all tools, expertise and knowledge bases to drive constant improvement of the problem and resolution process
Basic understanding of ITIL framework
Experience in a ITIL based role, such as Service Desk, Incident, Problem or Change Management

Junior Problem Management Analyst Resume Examples & Samples

The ability to work and team effectively with clients and other management personnel
A basic level of managerial competence
Excellent awareness of different cultures and working practices across the regions
Proven experience in working in, and basic management of, diverse and geographically dispersed teams
Team coordination
Good knowledge of IT Services functions and their responsibilities
3 years experience in a Operational / Service Management role

Problem Management Analyst Resume Examples & Samples

Coordination of technical information related to medium priority events
Creating and managing problem investigation records, problem known errors, and related tasks to successful completion
Sending out appropriate communications throughout the lifecycle of a problem review
Satisfying Problem Management policy, standards, and process guidelines
Facilitation of required meetings
Self-starter which delivers with minimal direct management
Can work independently or in a team settings
Provide a professional appearance
Comfortable in presenting to Senior Leadership teams
Splunk and DynaTrace experience
Four year degree or higher in Computer Science or related technology areas

Problem Management Analyst Resume Examples & Samples

Execute proactive problem management analysis to minimize future problems
Monitor trouble tickets to identify impacted system and application outages that require follow-up analysis
Responsible for extracting data from a variety of sources and providing analysis and trending
Management of active problems ensuring they are kept up to date with clear concise information
Engaging with appropriate technical and business teams within the organization to assist in the resolution of problem records
Generate and promote a monthly Post Incident Report (PIR) health report
Assist in production and maintenance of Known Error library documentation
Generate and promote weekly action item statuses
Production of statistics and reports to demonstrate performance of the Problem Management process such as, incident trend data to identify and eliminate root causes, diagnosis of issue and determining whether new incidents are related to existing problems, proactive in identifying problems, and analysis and recommend Service Improvement plans
Monitor key performance indicators assigned to customers and team members
Ensure concerns are addressed in a timely manner, including the following: events, ticketing issues, requests, questions, and training opportunities; handle escalations as needed
Monitor relevant reports and tools to identify, address, and proactively engage employees
Manage queues within ServiceNow and monitor all open and aging cases daily
Randomly audit problem tickets to ensure business rules for maintaining problem tickets are being followed
Excellent analytical skills (logical/critical thinking). Previous experience performing trend analysis and documenting themes
Creative problem solving – following an issue through to its logical conclusion and escalating where necessary
Writing skills – maintaining accurate documentation and technical authorship of complex documents
A basic understanding of the ITIL framework
Ability to work independently as well as being part of a team
Resourceful - utilize all tools, expertise and knowledge bases to drive constant improvement of the problem process
Excellent communication skills both verbal and written, arranging meetings, completing post incident reports, note taking, providing root cause updates to key stakeholders
Experience working with a diverse team in a fast-paced environment
Experience in a customer facing role implementing solutions or providing service with a high level of accountability
Strong interpersonal and communication skills a must; ability to read, write, and speak in a professional manner
Must possess a personal sense of urgency
Superior customer service skills
ITIL v3 Foundation Certification
Experience in a ITIL based role, such as Service Desk, Incident, Problem and/or Change Management

Problem Management Analyst Resume Examples & Samples

Assist with the development of tools for accurate capturing of information related to outages for systemic root cause analysis
Production of statistics and reports to demonstrate performance of the Problem Management process such as, incident trend data to identify and eliminate root causes, diagnosis of faults and determining whether new incidents are related to existing problems, proactive in identifying problems, and analysis and recommend Service Improvement plans
Ensure all client concerns are addressed in a timely manner, including the following: events, ticketing issues, requests, questions, and training opportunities; handle escalations as needed
Willingness to travel a plus
Knowledge of Microsoft productivity applications
Help Desk software technology a plus

Problem Management Analyst Resume Examples & Samples

Knowledge of ITIL version 2 or 3 foundation certificate would be fab
Previous experience working with service management contracts or service level agreements (SLA`s)
Brilliant time management skills
Superb organisation skills
Able to work independently but also as part of a team
Fantastic communication skills and able to talk to people at all levels both internally and externally

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