Problem Management Analyst Lead

Join Forbes' 2023 Best Employer for Diversity

As an IT problem management analyst lead, you'll be the primary point of contact for critical and high priority/multi-platform problems. You'll be responsible for ownership and coordination of these problems by leading investigations and analyzing the nature of the critical and high priority/multi-platform problems to determine root cause and impact to the business. You'll manage activities and processes involved in the problem management space to eliminate incidents from recurring (e.g. identifying known errors and coordinating actions to remove the error). You'll facilitate both internal and external resources that are needed to resolve the problem. You'll also serve as the point of contact for documentation and communication to the business and IT Management on status and next steps.

This is a remote position for US based work only.

Must-have qualifications

• Bachelor's Degree or higher in an Information Technology discipline or related field of study (e.g., Information Systems, Business Communications, MIS, Computer science) and a minimum of six years of related work experience working with one or more mainframe, client, compute, telecom operations, application development and services.

• In lieu of a degree, minimum of eight years related work experience working with one or more mainframe, client, compute, telecom operations, application development and services.

Preferred Skills

• Advanced technical problem-solving skills and analytical skills. Also general knowledge of IT functions, processes, and quality management. Comfortable with analytical tools to transform data in actionable insights. (e,g, Power BI or MS Dynamics or similar tool, advanced Excel, SQL, Blueworks Live or related analytical tools)

• Interpersonal skills with the ability to influence others

• Meeting facilitation and presentation skills to foster collaboration and deliver necessary communications across various mediums and audiences.

• Ability to coach and help others learn new technical and professional capabilities

• Knowledge of Lean processes

Compensation

• $101,800 - $115,000/year

• Gainshare bonus up to 30% of your eligible earnings based on company performance

Benefits

• 401(k) with dollar-for-dollar company match up to 6%

• Medical, dental & vision, including free preventative care

• Wellness & mental health programs

• Health care flexible spending accounts, health savings accounts, & life insurance

• Paid time off, including volunteer time off

• Paid & unpaid sick leave where applicable, as well as short & long-term disability

• Parental & family leave; military leave & pay

• Diverse, inclusive & welcoming culture with Employee Resource Groups

• Career development & tuition assistance

• Onsite gym & healthcare at large locations

Energage recognizes Progressive as a 2023 Top Workplace for: Innovation, Purposes & Values, Work-Life Flexibility, Compensation & Benefits, and Leadership.

Sponsorship for work authorization for foreign national candidates is not available for this position.

Equal Opportunity Employer

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