Posting Date: 2024-05-07

Atlanta, GA

Sr. Business Analyst



• Ensure all reported Problems are properly logged and tracked for status updates and metric reporting.
• Coordinate, schedule, and facilitate meetings and activities with IT leadership and technology SMEs to investigate and resolve identified Problems.
• Utilize an established Problem Management methodology to identify Business Impact, Root Cause, or Known Errors in order to mitigate incident reoccurrences.
• Ensure Problem Management attributes such as Root Cause, Configuration Item, IT Vendors, Remediation tasks, etc. are properly documented & categorized to facilitate dashboards and metric reporting.
• Familiar with proactive Problem Management to identify incident trends for engagement and permanent resolution before evolving into major incidents.
• Employ a consistent practice of Continual Service Improvement towards activities such as Mean Time to Detect (MTTD), Mean Time to Escalate (MTTE), Mean Time to Restore (MTTR) which support IT Operations Incident Management goals.
• Active participant on an Incident Management bridges to assess the preliminary information needed to commence Problem Management analysis.
• Excellent written skills to summarize Problem Management-related findings and recommendations to executive leadership.
• Experience with ServiceNow is preferred.
• ITIL Foundations certification is preferred.
• Experience with ad hoc report scripting and creation is ideal.
• Airline industry experience is a plus but not required.

6 + years of experience required
All candidates must be eligible for hire by client without fee after 6 months.

1. Direct experience with IT Service Management/ITIL Problem Management process.
2. Direct experience with Root Cause Analysis methodology in an enterprise IT environment.
3. Must function autonomously creating and analyzing incident management reporting data for Problem Management-related trend identification. Excellent written skills to Problem Management-related findings recommendations to executive leadership.
4. Experience with ServiceNow preferred.

Equal opportunity employer including disability/veterans.

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