Problem Management Analyst at Three Point Solutions Inc

Job Title: Problem Management Analyst

Client: Health Care Industry
Duration: 12 months contract
Location: Owing Mills, MD (Mandatory- 100% remote however the resource must reside in District of Columbia, Maryland, Virginia(DMV)

Description:
The Problem Management Analyst will assist the Problem Management team in identifying, analyzing, and resolving issues within the Client's IT service management practice. This role involves collaboration with various IT and business support teams to ensure timely issue resolution and mitigate the occurrence of major incidents.

The incumbent must disclose any debarment, exclusion, or other event that makes them ineligible to work on Federal health care programs. Must be able to work in a fast-paced environment with changing priorities, deadlines, and workloads. Must meet established deadlines and handle multiple customer service demands from internal and external customers, maintaining service excellence. Must communicate effectively and provide positive customer service to all internal and external customers, including those who may be demanding or challenging.

Key Responsibilities:

Problem Identification and Analysis:

• Monitor IT systems for recurring issues and potential problems.
• Analyze incident records to identify trends and root causes.
• Conduct detailed investigations into complex problems.

Problem Resolution:

• Collaborate with IT teams and stakeholders to develop and implement solutions.
• Document and track problem resolution efforts.
• Ensure resolved problems are documented and communicated.

Continuous Improvement:

• Propose and implement process improvements to prevent recurring problems.
• Conduct post-implementation reviews.
• Maintain and update problem management databases and knowledge bases.

Reporting and Documentation:

• Prepare detailed reports on problem trends, root causes, and resolutions.
• Maintain accurate documentation of problem management activities.

Stakeholder Communication:

• Act as a liaison between technical teams and business stakeholders.
• Communicate problem status, resolution plans, and impacts.

Compliance and Best Practices:

• Ensure adherence to ITIL best practices.
• Stay updated on industry trends and advancements in problem management.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 3 years of experience in IT problem management, incident management, or a related role.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Familiarity with the ITIL framework and best practices.
• Proficiency in problem management tools and software (ServiceNow or similar ITSM tools preferred).
• Ability to work effectively in a fast-paced and dynamic environment.
• Strong attention to detail and organizational skills.

Certifications (if wanted):

• ITIL V3/4 Foundation or higher.

Preferred Qualifications:

• Ability to motivate self and foster a culture of continuous improvement and agile execution.
• Knowledge of process engineering methods and evaluation criteria.
• Proficient in process improvement techniques.
• Advanced knowledge of process mapping and documentation techniques.
• Proficient in data and analytics.

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