Description
The Problem Analyst is responsible for coordinating the resolution of highly technical support issues for student- and staff-facing products and tools.
This role serves as a technical expert for complex issue resolution and may support the university's change management process, including the Change Advisory Board (CAB).
The Problem Analyst will have technical understanding of up to junior level administration of internal applications and systems inside the university.
Job Duties
- Receive and respond to escalations from support teams, engineers, and staff through Teams, email, OpsGenie alerts, and proposed Parent Incidents.
- Evaluate reported issues using the Severity Matrix, documenting and creating Major/Minor Incidents and Problem Records as appropriate.
- Review and reject incident proposals that do not meet established criteria, providing clear reasoning and documentation.
- Create and maintain Problem Records following incident closure, including organizing and facilitating Problem Meetings, Known Error meetings, and Director's Council meetings.
- Serve as the primary point of contact for Major/Minor Incidents and Problem Records, building relationships with Ed Tech, business stakeholders, and executive leadership.
- Monitor and follow up on active incidents and problems to drive timely resolution based on urgency.
- Demonstrate initiative, independent judgment, and effective self-management.
- Perform other job-related duties as assigned.
Knowledge, Skills, and Abilities (KSAs)
- Ability to independently analyze problems and make decisions with minimal management intervention.
- Strong cross-functional collaboration skills, working with individuals and teams across the university.
- Ability to anticipate potential obstacles and assess their impact.
- Understanding of change and release management processes.
- Ability to manage multiple competing priorities in a high-pressure, constantly changing environment.
- Strong multitasking skills and ability to handle frequent interruptions.
- Commitment to established standards and best practices across multiple technology areas.
- Exceptional analytical and data mining skills, including experience with forecasting and trend analysis.
- Exceptional written and verbal communication skills, including executive-level correspondence.
Minimum Qualifications
- Bachelor's degree in Computer Information Systems, Computer Science, or a related field.
- At least 1 year of incident management escalation experience.
- Basic knowledge of: Salesforce, Single Sign-On (SSO) Management Systems, Active Directory, Microsoft Office 365, Google Apps Administration, PAM, Scheduling Management Applications, OnBase, Remote Desktop Access Applications, Oracle, and SQL.
- Experience with ServiceNow and familiarity with reporting.
Preferred Qualifications
- 2 years of experience as an IC2 Incident Manager on a Service Desk or within a similar ticket management process.
- Certifications: Linux+, AWS Certified Cloud Practitioner, CompTIA A+, CompTIA Network+, ITIL Foundation.
Travel Requirements
- Occasional travel of up to 20%, including attendance at designated company summits (typically one to two annually).
Benefits
- Medical, dental, vision, telehealth and mental healthcare
- Health savings account and flexible spending account
- Basic and voluntary life insurance
- Disability coverage
- Accident, critical illness and hospital indemnity supplemental coverages
- Legal and identity theft coverage
- Retirement savings plan
- Wellbeing program
- Discounted WGU tuition
- Flexible paid time off for rest and relaxation with no need for accrual
- Flexible paid sick time with no need for accrual
- 11 paid holidays
- Other paid leaves, including up to 12 weeks of parental leave