Senior Problem Analyst

job summary:
Enterprise Healthcare client has an immediate opening for a highly motivated Senior Problem Analyst to join their dynamic and growing team. All qualified candidates are encouraged to apply!

 
location: Telecommute
job type: Contract
salary: $49.66 - 59.66 per hour
work hours: 8am to 5pm
education: Bachelors

responsibilities:

Key Responsibilities

- Review incident data and potential problem candidates; validate intake information, establish the investigation scope, and prioritize work based on business and service impact.

- Lead or coordinate assigned major problem investigations associated with Priority 1 and Priority 2 incidents from problem initiation through root cause analysis, corrective-action completion, evidence review, and closure recommendation.

- Manage assigned retained Priority 3 and other approved lower-severity problems through the full problem lifecycle.

- Facilitate structured root cause analysis and ensure the trigger, root cause, contributing factors, recovery actions, control gaps, workarounds, and corrective actions are clearly documented.

- Coordinate with application, infrastructure, service, vendor, and business-aligned teams to advance investigations, resolve blockers, and maintain accountability for assigned actions.

- Track corrective actions and problem tasks to completion; confirm accountable owners and target dates, obtain status updates, validate closure evidence, and escalate overdue or blocked work.

- Perform incident and problem trend analysis to identify recurring failures, service patterns, aging, performance degradation, and proactive problem candidates.

- Create, publish, maintain, reassess, and recommend retirement of Known Error Database articles and documented workarounds in accordance with established approval requirements.

- Participate in post-incident reviews, root cause analysis sessions, problem reviews, service reviews, and other operational or governance forums as assigned.

- Maintain complete, accurate, and timely problem records, investigation notes, RCA documents, corrective-action plans, lessons learned, and supporting evidence in ServiceNow and approved repositories.

- Produce operational reporting on problem volume, backlog, aging, recurring incidents, corrective actions, known errors, and other assigned measures.

- Validate problem-related impact and data, including impact-user measurements when assigned, and identify or reconcile material record-quality gaps.

- Provide concise, fact-based updates and recommendations for technical teams, service owners, business stakeholders, and leadership.

- Support continuous improvement of the Problem Management practice based on operational outcomes, recurring trends, audit findings, Major Incidents, Change-related incidents, and organizational needs.

qualifications:
Bachelors

skills:
application architecture,Database,Dynatrace,observability tools,SharePoint,operational data,Power BI,ServiceNow,reporting tools,Strong written and verbal communication,ability to communicate effectively,coordinating,leadership,Strong analytical and problem-solving skills,proactive,Ability to work independently,incident analysis,audit,continuous improvement,ITIL Foundation certification,Change Enablement,corrective actions,dashboards,establish facts,governance,IT Service Management,ITIL practices,ITSM,knowledge of ITIL,Problem Management,Incident Management,incident reviews,ITIL,infrastructure,metrics,production support,project-management,executive reporting,investigating,investigations,risk management,root cause analysis,service assurance,service management,technical investigation,identify trends,Service Desk

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact View email address on randstadusa.com.


Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.