Role Value Proposition: 

The role of the Problem Analyst is to deliver effective problem management for the organization’s technology platform, resulting in the provision of stable and robust services to support business applications and “to prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.”  (ITIL v3 Service Operation, 2007, p59). Key duties include coordinating the lifecycle of problems from problem identification, through root cause analysis, to the completion of associated remediation tasks of problems resulting from incidents in the production, interfacing with other production management work streams (incident, capacity, event, change) to highlight problems and initiate remediation activities and identifying incident trends in production and initiate and manage proactive projects to prevent problems from occurring.

Key Responsibilities:

• Prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented- coordinating the full lifecycle of the Problem Management process
• Coordinate Root Cause Analysis activities to successfully identify root causes of problems
• Perform analyses to highlight potential weaknesses and make recommendations for improvement - ensuring continuous improvement of platform 
• Track the implementation of problem resolution tasks
• Work with technical teams, Incident Management, Release Management & Change Management in resourcing appropriate skills and information for effective problem investigation and resolution
• Escalate high priority and major problems not resolved within defined timeframe to team leaders and/or head of Problem Management
• Actively monitor processes, tools and data quality to ensure consistency across Problem Management