IT Problem Management Analyst

Job Title: IT Problem Management Analyst
Location: Columbia, South Carolina
Type: Contract To Hire

Work Model: Onsite – onsite
Hours: 40.0
Security Clearance: (none specified)

Overview
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Responsibilities

• Conduct root cause analysis (RCA) for recurring production and operational issues.
• Identify systemic problems by correlating incidents across applications, engineering teams, and business functions.
• Analyze incident trends, problem records, operational metrics, and recurring failure patterns.
• Facilitate cross functional problem reviews and root cause discussions.
• Document lessons learned and align findings with enterprise best practices.
• Track corrective actions, owners, dependencies, and follow through through closure.
• Use data and operational metrics to identify risks and influence priorities.
• Develop dashboards, reports, and executive level insights that clearly communicate trends and recommendations.
• Recommend practical improvements to operational processes, reliability, and enterprise resiliency.
• Apply process mining and task mining concepts to identify bottlenecks and potential automation opportunities.
• Work across engineering, operations, product, application, and business teams to drive improvement initiatives.
• Break ambiguous or complex operational problems into structured, actionable workstreams.
• Evaluate trade offs and recommend scalable solutions that address recurring issues rather than individual symptoms.

Requirements

• 5 years of experience with IT Problem Management and Root Cause Analysis (RCA) in an enterprise technology environment.
• Ability to investigate recurring incidents and identify patterns across multiple applications, teams, and business functions.
• Strong data analysis and trend analysis skills, including the ability to work with operational metrics and translate findings into actionable recommendations.
• Experience facilitating problem reviews, RCA sessions, lessons learned discussions, and other cross functional working sessions.
• Ability to drive corrective action ownership and accountability across teams without direct authority.
• Experience creating operational dashboards, management reporting, and executive level insights.
• Strong understanding of production operations, incident/problem management, resiliency, and continuous improvement.
• Ability to take ambiguous or loosely defined problems and turn them into structured analysis and actionable workstreams.
• Strong analytical thinking, communication, facilitation, and stakeholder management skills.
• Ability to communicate effectively with both technical teams and business stakeholders.
• Familiarity with process mining, task mining, automation, or AI enabled operational improvement is beneficial.
• Experience working within a large, regulated enterprise or financial services environment is preferred.
• Bachelor's degree in Computer Science, Information Systems, Business Analytics, Engineering, or a related field.

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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Ref: #404-IT Pittsburgh

Salary : $79,000