Immediate opportunity for a Problem Management Process Analyst to support our client's IT Service Management division. The selected candidate will provide the IT organization with oversight and guidance support of the associated end to end Problem Management processes. This will be accomplished by working with the ITSM Manager, the Problem Management Process Owner, and IT stakeholders to implement and manage best practices, process, standards, and policy. The Problem Management Process Analyst has understanding of Problem Processes as well as the methodologies and techniques needed to guide an organization to the successful attainment of key KPIs and overarching goals of IT Operations. This position will assist in implementing of strategic priorities, business aligned processes, and Problem Management / ITSM initiatives acting as the advocate for process and customer experience integrity, as well as the establishment of process best practices, standards, policy, and enabling proper data gathering and validating methods. The results will enable the enterprise to meet or exceed goals and metrics for various business and IT strategies.

This position is a contract to permanent opportunity and is 100% remote, however, we are seeking candidates that reside in the following states: Washington DC, Virginia, Maryland, West Virginia, Delaware, Pennsylvania or North Carolina. Want to learn more? Then you should contact Elite Technical right away for consideration!

Required Skills

Required Work Experience:
-Bachelor's Degree in Computer Science is required. Other fields acceptable i.e: Data Analytics, Business Management, Accounting, Finance, Process Improvement
-1-3 years of experience in Problem Management Analyst related work. Preferable within a IT Service Management Support or IT operations, managed services, or service delivery environment.
-Problem process analyst and support duties and roles within an ITSM environment
- Understanding of ITIL and ITSM fundamentals with an expertise in the assigned process.
-Must have OUTSTANDING writing abilities (CRITICAL)
-Experience with Route Cause Analysis (RCA) and creating RCA documentation for leadership review
- Experience with continuous improvement methods.
- Experience with developing and delivering training on systems, process, standards, and policy.
- Understanding of IT organizations especially service desk or service delivery.
- Other skills: Must be comfortable working in highly collaborative environments. Must be able to conduct presentations in group settings in a professional and courteous manner. Must be able to learn new and emerging concepts very quickly.

Preferred:
-Information Technology Infrastructure Library (ITIL) 3 or 4 Certification preferred, or equivalent experience.
-ServiceNow Ticketing System or similar (Jira)