ITIL Problem Management Analyst

Elite Technical is seeking a ITIL certified Problem Management Analyst to support our customer, a major Healthcare Insurance organization. The Problem Management analyst role would assist the Problem Management team and team lead with identifying, analyzing, and resolving problems within our clients IT service management practice. We are seeking a highly analytical and detailed oriented Problem analyst to play a crucial role in working closely with various IT and business support teams to ensure timely resolution and identification of issues to mitigate the occurrence of Major Incidents/Incidents. We are seeking a policy enforcer and a confident Problem Management Analyst that can drive resolution! Key Responsibilities

Problem Identification and Analysis:
o Monitor IT systems to identify recurring issues and potential problems.
o Analyze incident records to identify trends and root causes of issues.
o Perform detailed investigations into complex problems to determine root causes.

Problem Resolution:
o Collaborate with IT teams and stakeholders to develop and implement effective solutions.
o Document and track the progress of problem resolution efforts.
o Ensure that resolved problems are adequately documented and communicated to relevant parties.

Continuous Improvement:
o Propose and implement process improvements to prevent the recurrence of problems.
o Conduct post-implementation reviews to assess the effectiveness of solutions.
o Maintain and update problem management databases and knowledge bases.

Reporting and Documentation:
o Prepare detailed reports on problem trends, root causes, and resolution efforts.
o Maintain accurate and comprehensive documentation of problem management activities.

Stakeholder Communication:
o Act as a liaison between technical teams and business stakeholders.
o Communicate problem status, resolution plans, and impacts to relevant parties.

Compliance and Best Practices:
o Ensure adherence to ITIL (Information Technology Infrastructure Library) best practices.
o Stay updated on industry trends and advancements in problem management.

This position is a contract to permanent opportunity. Although 100% remote, we are seeking candidates that reside in one of the following states: Wash DC, MD, VA, WV, NC, PA, DE, NY, NJ, TX, FL.

Required Skills

- Bachelors degree in information technology, Computer Science, or a related field. An additional 4 years of experience can substitute this request.
- Minimum of 5 years of experience in IT problem management / incident management. Must be coming from an IT Environment.
- Must have strong root cause analysis (RCA) background
- Healthcare Insurance background - Big Plus
- Any Cloud understanding - Big Plus
- Must be confident to drive stakeholder adherence to set policies by team management
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills.
- Familiarity with ITIL framework and best practices.
- Proficiency in problem management tools and software (Service Now or Similar ITSM tool preferred)
- Ability to work effectively in a fast-paced and dynamic environment.
- Strong attention to detail and organizational skills.

Certification Requirement:
ITIL V3/4 Foundation or higher.

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Location

Telecommute

Openings

1

Anticipated Start Date

Monday, February 17, 2025

Job Type

Contract

Anticipated Duration

12 month T2P

Date Posted

Tuesday, January 28, 2025

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Elite Technical Services, Inc. participates in the E-Verify program to confirm the employment eligibility of all persons hired. This means that we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization. Elite Technical Services, Inc. will not use E-Verify to pre-screen job applicants.

Elite Technical Services, Inc. is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.