Business Analyst

Title: Business Analyst Location: Raleigh, NC/Charlotte, NC (Onsite) Duration: 6+ Months of Contract Job description: Problem Management Thematic Analysis Specialist Relevant industry experience is required. Required skills include Problem Management, 5 Why Analysis, and Thematic Analysis of Major Incidents. Candidates should have 3 to 5 years of experience with the required skills. ServiceNow experience is preferred. There is a strong possibility of contract extension.

ROLE OVERVIEW

The Problem Management Thematic Analysis Specialist plays a critical role in identifying, investigating, and eliminating recurring incidents within the IT environment. This role applies structured analytical frameworks and qualitative/quantitative research methods to surface systemic issues, reduce incident volume, and drive continuous service improvement. The specialist partners closely with incident managers, service owners, and technology teams to translate complex data into actionable insights.

KEY RESPONSIBILITIES

• Thematic Analysis & Pattern Recognition: Conduct deep-dive thematic analysis across incident, problem, and change records to identify systemic patterns, recurring failure modes, and cross-functional trends that contribute to service degradation.
• Root Cause Investigation: review structured root cause analysis (RCA) activities using methodologies such as 5 Whys, Fishbone (Ishikawa), Fault Tree Analysis, and ITIL-aligned problem investigation techniques.
• Data Mining & Reporting: Extract and analyze large datasets from ServiceNow to produce trend reports, executive dashboards, and heat maps that highlight high-risk areas.
• Stakeholder Collaboration: Engage with application owners, infrastructure teams, and business stakeholders to gather qualitative insights, validate hypotheses, and co-develop long-term remediation strategies.
• Continuous Service Improvement (CSI): Based on analytical findings, tracking resolution effectiveness and measuring reduction in repeat incidents over time.
• Process Governance: Ensure adherence to Problem Management policies and procedures in alignment with ITIL v4 best practices, contributing to process maturity assessments and improvement roadmaps.

REQUIRED QUALIFICATIONS

• 4-6 years of experience in Problem Management and/or combined with Incident Management.
• Skilled in conducting thematic or trend analysis within ITSM environments.

PREFERRED QUALIFICATIONS

• ITIL v4 Foundation certification (or higher).
• Proficiency with ITSM tools such as ServiceNow, Jira, Remedy, or equivalent platforms.
• Strong knowledge of ITIL framework, particularly Incident, Problem, and Change Management practices.
• Experience with data analysis tools (e.g., Excel, Power BI, Tableau, or SQL) to support reporting and visualization.
• Excellent written and verbal communication skills, with the ability to present complex findings to non-technical audiences.
• Strong analytical and critical thinking skills with a detail-oriented and methodical approach to investigation. eTeam