Fast Facts

WGU is seeking a Problem Analyst to coordinate the resolution of technical support issues, manage incidents, and mentor staff. This role is crucial for maintaining effective communication between various teams while ensuring high-quality support for students and staff.

Responsibilities: Manage major and minor incidents and problem records, evaluate and document incidents, facilitate meetings, and act as a point of contact for stakeholders.

Skills: Strong analytical skills, experience with incident management tools like ServiceNow, exceptional communication skills, and the ability to multitask in a high-pressure environment.

Qualifications: Bachelor's Degree in a relevant field, 1 year of incident management experience, and preferred certifications such as AWS Certified Practitioner.

Location: Salt Lake City Office, United States of America

Compensation: $79300 - $118900 / Annually

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Grade: Technical 404Pay Range: $79,300.00 - $118,900.00

Job Description

The Problem Analyst is responsible for the coordination of the resolution of highly technical support issues for our students and staff facing products and tools. They create and manage major and minor incidents resulting from both students and staff reporting technical issues within the university or 3rd party platforms that the university utilizes. Additionally, Problem Analysts create and manage problem records resulting from major and minor incidents. This position is considered a technical expert on the team and will be utilized on highly complex and extensive issue resolution. This position may also be called on to assist the change management process inside the University, and an understanding of the Change Advisory Board process is critical. The Problem Analyst will have a technical understanding of up to junior-level administration of internal applications and systems inside the university. They will model the leadership principles of the university and mentor others on technical expertise and outstanding customer service.

Responsibilities

Primary Responsibilities

• Receives reachouts from various support teams, engineers, and other staff through Teams chats/channels, emails, OpsGenie alerts, and proposed Parent Incidents.
• Evaluates the situation and impacts based on our Severity Matrix, thoroughly documenting and creating Major/Minor Incidents and Problem Records.
• In the event that the situation does not call for a Major/Minor Incident or Problem Record, reject the proposal with proper reasoning and documentation in the Parent (Proposed) Incident, or communicate to the reporting individual or group accordingly.
• Upon major or minor incident closure, creates and updates Problem Records, organizing and facilitating Problem Meetings, Known Error meetings, and Director’s Council meetings with key stakeholders.
• Acts as a single point of contact for Major/Minor Incidents and Problem Records, while building relationships and rapport with Ed Tech and business stakeholders, including executive management.
• Follows up on active Major/Minor Incidents and Problems to drive resolution with respect to urgency.
• Takes initiative and is self-managed
• Performs other job-related duties as assigned.

This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities. The contents of this document or related job requirements may change at any time with or without notice.

Qualifications

Knowledge, Skills, and Abilities

• Ability to work independently, analyze problems, and make decisions with minimal management intervention
• Able to work with multiple individuals in various roles on teams across the university
• Ability to anticipate potential obstacles and project impact
• Able to work with multiple individuals in various roles on teams across the university
• Understanding of change and release management processes
• Ability to manage multiple issues simultaneously in a high-pressure environment where change is commonplace
• An individual must be able to handle multiple interrupts and multitask effectively
• Ability to diligently follow standards and best practices for many different technology areas
• exceptional analytical skills using various tools, including but not limited to ServiceNow, Salesforce, and Dynatrace.
• Exceptional written and verbal communication skills in correspondence at the executive level.

Education        

• Bachelor’s Degree in Computer Information Systems, Computer Science, or a related field

Experience

• 1 year of incident management escalation practice
• Basic knowledge of Salesforce, Single Sign On Management System, Active Directory, Office 365, Google Apps Admin, PAMS, Scheduling Management Applications, OnBase, Remote Desktop Access Applications, Oracle, and SQL
• Experience in ServiceNow and familiarity with reporting

Experience in lieu of education

Equivalent relevant experience performing the essential functions of this job may substitute for the education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education, and is at the discretion of the hiring manager.

Preferred Qualifications

• 2 years of experience as an IC2 Incident Manager on Service Desk or similar Ticketing Management Process
• AWS Certified Practitioner Certificate
• IIQ experienced
• Time Trade experience
• Banner experience
• ComptiaA+, ComptiaNet +
• ITIL Foundations

# LI-VB1!

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at [email protected].

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.