Problem Management Analyst

Problem Management Analyst

W2 Contract

Pay Rate: $45 - $55 per hour

Location: Austin, TX - Hybrid Role

Job Summary:

Partner with the Problem Management lead to convert reactive incident data into proactive, systemic improvements across Wallet & Commerce. You'll own the analytical foundation - validating, bucketing, and pattern-spotting across incident and PIR data - so that prevention work gets done at the speed leadership expects.

Duties and Responsibilities:

• Validate, clean, and bucket incidents and PIRs into existing problem sets. Spot patterns are missing from the categorization. Flag mis-categorized records and propose fixes. Your work directly determines whether trend analysis is trustworthy or noise.
• Maintain real-time awareness of incident activity. Surface recurring themes, tooling gaps, and process bottlenecks before they become escalations. Build a backlog of preventive opportunities - the lead will scope and prioritize, you'll execute small-to-medium initiatives end-to-end.
• Refresh and maintain recurring reports, dashboards, and decks, collating various ticketing and data systems. Contribute to new report builds, translating messy multi-source data into clear review-ready narratives. Accuracy is non-negotiable - contribute to decisions based on what you produce.
• Drive DRI syncs, action-item tracking, and knowledge-transfer sessions. Own agendas, follow-ups, and post-meeting documentation. Problem disposition doesn't stall on your watch.
• Organize and progress post-incident corrective actions. Run check-ins, escalate when needed, and ensure CAs actually close - not just get filed.

Requirements and Qualifications:

• EagleVision, Radar, HCL, Confluence, Slack, Webex

Desired Skills and Experience

Problem Management, Incident Management, Post-Incident Reviews, PIR Analysis, Root Cause Analysis, Corrective Actions, Trend Analysis, Data Validation, Data Cleaning, Incident Categorization, Problem Set Bucketing, Pattern Recognition, Process Improvement, Preventive Opportunity Management, Reporting, Dashboards, Executive Decks, Multi-Source Data Analysis, Ticketing Systems, Action Item Tracking, Meeting Facilitation, DRI Syncs, Knowledge Transfer, Documentation, Escalation Management, Backlog Management, Confluence, Slack, Webex, Radar, EagleVision, HCL

Bayside Solutions, Inc. is not able to sponsor any candidates at this time. Additionally, candidates for this position must qualify as a W2 candidate.

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