Problem Analyst
Problem Analyst – ITSM & Root Cause Specialist
Pay- $70k-$80K
What’s in It for You?
Job Duties
- Lead root cause analysis efforts and drive identification of lessons learned across the ITSM lifecycle.
- Facilitate Post-Incident Reviews for high-priority incidents, ensuring actionable outcomes and process improvements.
- Collaborate with internal and external teams to assign ownership and track resolution of problem actions.
- Analyze trends in case types, closure codes, and recurring issues to inform strategic decisions.
- Support the development and refinement of problem management metrics and documentation.
Job Requirements
- 2+ years of experience in IT service management, problem analysis, or related roles.
- Strong understanding of ITSM frameworks and root cause analysis methodologies.
- Experience with ServiceNow or similar ITSM tools.
- Proficiency in Microsoft Excel, PowerPoint, and SharePoint.
- Excellent communication and facilitation skills.
- Active DoD Secret clearance (must be verifiable).
- Bachelor’s degree or 4 additional years of relevant experience.
Bonus Points For
- Familiarity with benchmarking tools like Advana or ADW.
- Experience supporting contingency contracting or expeditionary systems (e.g., JCXS).
- Security+ certification (preferred but not required).
Average salary estimate
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