Job Summary/Purpose:

The Operational Governance and Execution department is seeking a highly motivated and analytically driven individual with experience in IT Problem Management, IT Incident Management and Human Performance analysis. The ideal candidate will be a process-oriented, data-driven individual with skills to analyze IT Incident tickets and provide meaningful reports identifying trends and patterns of System Incidents and can collaborate with Service Delivery teams in deploying permanent resolutions. The candidate would also be part of the IT Problem Review and Management processes to identify gaps in service delivery, including potential Human Performance weaknesses. This role requires strong analytical skills, a questioning attitude and a strong desire to continuously seen operational efficiency improvements being achieved. The role requires active communication with leadership and providing insights into IT operational health.

Job Duties/Responsibilities

• Analyze IT incident and service request tickets for patterns and trends of issues across various IT Service Delivery areas.
• Investigate recurring system and / or latent organizational deficiencies that could be leading to issues. Provide critical reviews of documented root cause analysis (RCA) to ensure valid and complete details are documented.
• Prepare and present reports on incident trends, problem management insights, and system performance to IT leadership.
• Collaborate with IT Service Delivery teams to seek permanent resolutions to recurring incidents and problems, thereby improving IT operational efficiencies.
• Identify, track and report human performance errors contributing to unplanned incidents, providing recommendations for improvement.
• Maintain documentation of problem resolutions, corrective actions, and lessons learned.
• Utilize ITSM tools to track and manage incidents and problem tickets effectively.
• Contribute to continuous improvement initiatives in IT service management.

Minimum Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 2+ years of experience in IT problem and incident management.
• Utility experience with Human Performance tools and controls preferred

Minimum knowledge, skills, and abilities required of the position

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience in IT problem and incident management.
• Strong analytical skills with the ability to interpret and present complex data.
• Experience in root cause analysis (RCA) and IT service management frameworks (e.g., ITIL).
• Proficiency in using ITSM tools (e.g., ServiceNow, Jira, Remedy).
• Excellent communication and presentation skills.
• Strong attention to detail and problem-solving abilities.
• Ability to work collaboratively across teams and with leadership.

Any certificates, licenses, etc. required of the position

Applicable certifications for Incident and Problem Management are a plus #LIDG1 #LI-HYBRID

Relocation assistance and sponsorship is not provided.