Problem Analyst – ITSM & Root Cause Specialist - Remote

Overview

The Problem Analyst will focus on driving continuous improvement across IT operations, identifying root causes, capturing lessons learned, and enhancing service delivery through structured problem management.

In Short

• Lead root cause analysis efforts across the ITSM lifecycle.
• Facilitate Post-Incident Reviews for high-priority incidents.
• Collaborate with teams to track resolution of problem actions.
• Analyze trends in case types and recurring issues.
• Support development of problem management metrics.

Requirements

• 2+ years of experience in IT service management or related roles.
• Strong understanding of ITSM frameworks and methodologies.
• Experience with ServiceNow or similar ITSM tools.
• Proficiency in Microsoft Excel, PowerPoint, and SharePoint.
• Excellent communication and facilitation skills.
• Active DoD Secret clearance (must be verifiable).
• Bachelor’s degree or 4 additional years of relevant experience.

Benefits

• Join a high-impact team focused on continuous improvement.
• Collaborative work environment.
• Opportunity to turn insights into action.