Problem Analyst Resume Sample
Jarrod Dickens
912 Jast Manors,
Houston,
TX
+1 (555) 523 8226
Work Experience
Senior Problem Analyst
05/2018
-
PRESENT
Detroit, MI
- Experience working in an ITIL infrastructure, including Incident, Change and Problem Management
- Excellent understanding of the roles, systems used and challenges of Customer facing areas within Europe Card Services
- Exposure to technology with ideally a high level understanding of infrastructure and application interactions
- Excellent Communication and Presentation skills at different levels using different mediums both written and verbal
- Experience of Analysis and problem solving, showing attention to detail
- World-class technical contributor
- Significant impact on customer satisfaction
- Key contributor to succesfull implementation of data services
Problem Analyst
06/2011
-
12/2017
Detroit, MI
- Assist with enforcing eIT Change Management Process adherence when changes create impacts
- Provide Communications templates for Major Problems and known errors in the environment that need to be communicated out to other support teams or the business. Collaborate Known error Knowledge with Service Delivery Analysts when Problems impact their areas
- Identify opportunities to improve Problem processes and focus on providing solutions and delivering results
- Excellent interpersonal skills and demonstrate ability to work with all levels of management, different departments, and fellow employees across different organizations
- Knowledge of Problem Methodologies including 5 Whys, Ishikawa/Fishbone, Kepner-Tregoe, Mort Analysis etc.)
- Detail-oriented, organized, have the ability to multi-task and holding people accountable
- Possesses excellent analytical problem skills, data driven and ability to work independently
Junior IT Problem Analyst
09/2007
-
12/2010
Philadelphia, PA
- Facilitate and Coordinate root cause analysis (RCA) on all eIT infrastructure and eIT owned applications using proven problem analysis methodology (ITIL, Kepner Tregoe, Ishikawa/Fishbone, etc.)
- Host weekly or Daily Problem Management and RCA calls with the eIT Technical resources/internal support teams and SR Leadership. Identify, Initiate and drive corrective and preventive actions for the eIT infrastructure
- Perform investigative Trend analysis and reporting on chronic issues within Multiple Tools, including Service Now, Infrastructure Monitoring tools, Avaya, SCCM, Lakeside (Citrix). Provide metrics and trending analysis to identify the major drivers of IT incidents, Repeat Incidents/Problems
- Lead and assist with Incident Council related activities and creation of Policy documents and Process documents
- Interaction and correspondence with eIT Infrastructure Partners and eCP Problem Management
- Create and update Problem Management Dashboard to reflect current Health of the eIT infrastructure on a daily and weekly basis
- Initial Creation of a Known Error Database within Service Now. Diagnosis of faults and determining whether new incidents are related to known errors or existing problem records
Education
University of Minnesota, Morris
2003 - 2007
Engineer's Degree in Computer Science
Professional Skills
- Conduct Pareto analysis of incidents to categorize troubles as product, processes, or skills
- A proven ability to operate across management levels, with a confident, pragmatic, influential stakeholder management style
- Experience in managing and executing the ITIL Problem Management Process
- Experience with any programming language which can be useful in networking (e.g. Python) is an advantage
- Experience in medium to large enterprise or service provider environment
- Experience of IT service, operations and support
- Problem and Incident Management experience
How to write Problem Analyst Resume
Problem Analyst role is responsible for basic, training, integration, database, mac, security, reporting, design, research, events.
To write great resume for problem analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Problem Analyst Resume
The section contact information is important in your problem analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Problem Analyst Resume
The section work experience is an essential part of your problem analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous problem analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular problem analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Problem Analyst resume experience can include:
- Strong time management and organisational skills, with the ability to work to tight timescales and in a demanding fast paced environment
- Well-developed communication skills and the ability to deal tactfully with people at all levels, including senior staff/manager, consultants and vendors
- Problem Categorisation and Prioritisation: To ensure all Problems are recorded and prioritised with appropriate diligence
- Experience of engaging and building successful relationships with stakeholders of the Problem Management process
- Responsible for ensuring Change Management processes and procedures supporting the BUK RtB are documented, efficient and effective
- Service Now Experience along with Service Now Reporting or other Ticketing systems
Education on a Problem Analyst Resume
Make sure to make education a priority on your problem analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your problem analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Problem Analyst Resume
When listing skills on your problem analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical problem analyst skills:
- Well-developed organisation skills and the ability to set priorities to ensure customer satisfaction and service level targets are met
- Communicate effectively, both orally and in writing, including communicating instructions and information clearly, concisely and accurately to all user levels
- Solid understanding of Software Development Lifecycle (SDLC) and experience in writing SQL queries
- Demonstrated experience in dealing with internal/external customers with technical problems within strict time frames
- Demonstrated experience in managing vendor expectations
- Proven experience in IT coupled with tertiary level qualifications in Business, Science, Engineering or Economics
List of Typical Experience For a Problem Analyst Resume
1
Experience For IT Problem Analyst Resume
- Execute effective problem investigations ensuring that information is captured and communicated and any remediation actions are allocated and tracked
- Prioritise problems and drive remediation actions to implementation
- Influence problem ownership and remediation through effective stakeholder engagement and management
- Form strong relationships with the delivery and support teams in your portfolio
- Review the efficiency and effectiveness of the Problem control process
- Ensuring that Company processes are adhered to and recommendations for improvements are progressed
- The Problem Analyst supports ITIL process activities such as
2
Experience For Senior Problem Analyst Resume
- To take responsibility and ownership of problem tickets allocated for software applications supported by the Business
- To support the Incident Management Team with resolution of complex and major incidents
- Actively perform trend analysis to ensure continuous improvements and underlying issues are addressed to reduce the volume of incidents and problems raised through the Service Desk
- Responsible for ensuring that quality assurance is applied for any data change requirements into the live environment
- Ensure that defect and problem tickets are raised with accurate and comprehensive detail including replication steps required to aid resolution
- Provide focus and interaction ensuring that the Company operates within its agreed SLA’s and KPI’s, liaising with and updating stakeholders throughout the lifecycle of a defect or problem ticket, and escalate to the Problem Management Team Leader as appropriate
- Develop and maintain a strong operating rhythm to ensure problems are consistently reviewed and updated with current information and are compliant to the problem process
- Communicate problem metrics, trend and insight information so that incident/problem reduction goals are transparent and achieved
- High level attention to detail and persistence
3
Experience For Change & Problem Analyst Resume
- Collect information from various teams and be able to put together clear, concise information for stakeholders, colleagues and partners
- Coordinate and facilitate the response and analysis of service-disrupting incidents in the Cloud Services technology stack with the explicit goals of compiling comprehensive root-cause analysis and identifying permanent corrective actions
- Experience and/ or certification with problem management, change management and process improvement methodologies (ITIL, Six Sigma, PMI etc)
- Define and implement ITIL based Problem Management framework within PTC Cloud Services organization
- Ownership of RCA (root cause analysis) activities and follow-up to major incident reviews; create permanent corrective actions and drive problem resolution
- Build and maintain a repository and inventory of Problems within each phase of its lifecycle; utilize CLCA process (closed-loop corrective action) to define, publish, and track corrective actions
- Design processes to prevent repeated issues across the PTC Cloud environment
- Partner with key technology stakeholders within entire PTC organization to identify and document best practice, cross functional practices
- Define and track necessary Problem Management KPIs, create performance reporting and dashboards to measure performance and monitor problem management effectiveness and efficiency
4
Experience For IT Lead Problem Analyst Resume
- Assist operational leaders to meet/exceed SLT’s (service level targets) as well as key service and network reliability standards
- Presents complex technical issues in a succinct, clear, and logical manner
- Lead meetings for small to medium sized groups; prepares and delivers technical documentation and presentations
- Provides regular reports and metrics to IT senior management
- Pursues the continuous improvement of the problem management process
5
Experience For Junior IT Problem Analyst Resume
- Analyze and identify root cause of known errors and coordinate actions to fix the errors
- Be proactive in identifying problems, analyze and recommend Service Improvement plans with the possible solutions obtained from technical teams for department or business unit
- Minimize the duration of any related outages
- Manage problems within agreed-to time frames
- Ensure performance of root cause analysis
- Automate Problem Management tasks wherever possible
6
Experience For Incident / Problem Analyst Resume
- Prevent the replication of problems across multiple systems
- Produce Problem Management reports and management information
- Maintain innovative approach as problems are unique
- Use different RCA techniques
- Providing regular reports and metrics on problem management performance to Tolling management by capturing the status of the problems raised and results of in-depth trend analysis
- Establishing and maintaining sound commercial relationships with the vendor support teams by engaging vendors in developing permanent solution following a major incident
- Managing issues that have escalated from incident, defect or service request list by maintaining a Problem Register
- To provide problem diagnosis and resolution liaising with technical manager, peers, suppliers and customer/developer groups where appropriate; could be asked to provide full 24-hour on call emergency support
- To support recovery activities following failure including disaster recovery
7
Experience For Senior Change & Problem Analyst Resume
- To provide limited advice & guidance to other groups on technical and operational issues
- Facilitate formal CCB Root Cause Analysis meetings for CCB-owned issues
- Carries out support activities with respect to problem management process. Includes reporting on defect/problem from data extracted from the configuration management system, and obtaining diagnostic data to assist in investigating and resolving problems. Matches unresolved incidents against existing problems, known errors and other incidents
- Participates in change management aspects of implementing Global Technology projects, such as planning the sequence of change and rally stakeholders’ support to change plans. Includes building change models prior to implementation to enable assessment prior to the real thing
- Experience working in a similar capacity, preferably within the telecoms/satcoms industry
- Process management background and experience of Service Transition – particularly relating to Problem Management
8
Experience For Incident & Problem Analyst Resume
- Problem Management experience within a busy IT department
- Preferably previous knowledge of HTML and wiki markup
- Suggest and develop comprehensive metrics that can be actionable and promote positive behavioral changes; Baseline, improve and re-measure success
- Work independently to research subject matter
- The role holder is responsible for the deployment and support of IT infrastructure, systems and application software, Database management, network services and data security to both internal and external customers
- Enforcement of a strong Control environment and associated metrics
9
Experience For Itsm Problem Analyst Resume
- He/she provides complex technical support, resolving escalated technical support issues including proposals to ensure systems availability to the customer
- Management of BUK RtB Change landscape
- Responsible, together with the Process Governance, for the continual improvement of Change Management processes and procedures supporting the BUK RtB Change Management standard
- Chairing Change Advisory Board hosted by the Change Management team
- Act as time keeper for all escalations – manage and govern all technical and management bridge calls ensuring timely engagement and escalation to resolver groups, including external vendors
- Problem and Error Control: Monitor and report progress of all outstanding Problems. Also Report stakeholders on the problem tasks which are overdue or nearing due dates
- Problem Closure and Evaluation: To ensure that - after a successful Problem solution - the Problem Record is fully evaluated and all related records are closed. Also carry out quality checks for all closed problem records and coordinate with the stake holders to remediate the problem records which the failed the closure criteria
10
Experience For Problem Analyst Resume
- Problem Status Reporting: Creating / publishing the weekly and monthly Problem Management MBR
- Responsible for supporting the resolution of all Problems resulting from High Severity Incidents
- Problem Review: Support regular Problem Management reviews to ensure process adherence and quality levels are maintained
- Problem Quality Checks – Carry out quality checks for all Opened and Closed problem records on a regular basis and follow with the stake holders to remediate the problem records which have failed the criteria
- Combine analytical skills and business knowledge to analyze incident records to perform and optimize problem root cause analysis
- Communicate results of the Problem Investigation findings to the IT Infrastructure and Application teams in addition to management
List of Typical Skills For a Problem Analyst Resume
1
Skills For IT Problem Analyst Resume
- Proficient English language and communication skills
- Drive Change Advisory Board (CAB) calls effectively
- Coordinate and promote the effective functioning of Problem Management activities across all of the IT Infrastructure and Application teams
- Experience of at least one of the following technologies is highly desirable: Java, C#, Microsoft
- ITIL experience and understanding
- Previous experience of working in a specific Problem Management role – suitable to a FTSE100 business. (This is not a ‘Incident’ role)
- Previous experience running a problem methodology such as Causewise would be desirable
- Utilize various inputs (such as Incidents, Alarming, Changes) and a proactive approach to identify, define, and prioritize Problem activities
2
Skills For Senior Problem Analyst Resume
- Problem Management and/or Incident Management experience is an advantage
- Receives, opens, and plays a lead role in the prioritization of all Problem Records in collaboration with the Services and Applications’ Owners
- Experience working within a large IT organization
- Experience enforcing Problem Management Policy and Process, and contribute to Continuous Service Improvement
- Background in Incident, Change & Problem Management roles, with solid understanding of service management frameworks and processes
- Experience of IT service delivery management within a global organisation
- Minumum 3 years’ experience in an IT or Statistical role within a Global Organization
3
Skills For Change & Problem Analyst Resume
- Good listener, follows through on commitments and honors confidentiality
- Experience performing problem management in a help desk and enterprise environment
- Selecting and managing problem resolving teams
- Identifying, defining and documenting complex IT problems and the risks associated
- Interpreting customer input, clarifying issues and developing solutions
4
Skills For IT Lead Problem Analyst Resume
- Developing, assigning, and tracking actions to appropriate parties as part of the Root Cause Analysis
- Refining and implementing problem management methodologies, tools and practices
- Identifying and defining solutions to IT problems and incidents
- Maintaining in-depth knowledge of known errors and workarounds by compiling post incident reports into an IT knowledge base
- Working knowledge of change management procedures
- Conducting investigations for identified problems
- Conducting interviews with support technicians and subject matter experts
- Performing IT problem risk assessments
- Maintaining problem documentation and communications
5
Skills For Junior IT Problem Analyst Resume
- Working with support teams for Applications and Infrastructure to review, agree and implement permanent solutions for "Problem" tickets
- Accountable for leading and guiding the execution of the Problem Management process and acting as a Change leader in the organization
- Facilitate information gathering sessions ensuring that all viewpoints, ideas and problems are included in the problem analysis
- To work within a team ensuring proper identification, root cause and resolution of problems affecting software applications are achieved
- Intermediate knowledge of Visio flowcharting
- Moderate knowledge of ITILv3 Foundation training
- KPI reporting
- Meeting facilitations and presentation
- In-depth understanding of network architecture
6
Skills For Incident / Problem Analyst Resume
- Lead the investigation of Problems, via root cause analysis following on from major incidents or through proactive trend analysis
- Manage communication with stakeholders at all levels of the organisation using multiple methods
- ITIL v3 Foundations training, or higher level of ITIL Certification
- Willingness to work on a roster basis to cover Tolling IT Support hours of operation where required
- Identify trends and potential problem sources, by reviewing multiple data sources in alignment with the ‘Trend Analysis’ process
- Remediation/Oversight of non-compliances and deteriorating performance or risk metrics
- Exceptional knowledge of Excel (formulas, graphing, pivot tables, macros)
- Responsible for the progression and resolution of problems ensuring data integrity is maintained and any related incidents, problems or defects are considered
7
Skills For Senior Change & Problem Analyst Resume
- Responsible for any data clean-up activities relating to incidents or problems
- Proficient in project planning tool, MS suite and computer software and applications
- Coach others in new and existing processes
- Advanced knowledge of ServiceNow Incident Management
- Advanced knowledge of ServiceNow Change and Problem Management
8
Skills For Incident & Problem Analyst Resume
- Moderate knowledge of Word 2007
- Intermediate knowledge of MS Power Point
- Moderate knowledge of Lotus Notes v8.x
- Post-implementation reviews
- Maintain log of major isolation, restoration, and resolution steps
- Convert problems into known errors
- Raise requests for changes
- Identify, document, and record workarounds
- Work with various support staff to help ensure resolution and closure of tickets
9
Skills For Itsm Problem Analyst Resume
- Perform analysis of major incidents to identify chronic troubles
- Interpret near real-time and historical network or IT performance indicators to recognize potential problems and act on them before they cause incidents
- Identify countermeasures to drive quantifiable improvement
- Assemble virtual teams to address countermeasures
- Engage vendors and suppliers in countermeasure team
- Facilitate and moderate conference calls with countermeasure team to help ensure thorough root-cause analysis and creation of viable countermeasures
- Analyze countermeasures and drive implementation of high benefit items
- Manage log of countermeasures
10
Skills For Problem Analyst Resume
- Share lessons learned with Network Management and Operations
- Provide proactive analyses of trend data to identify potential outages and failures
- Can debate where appropriate to peers and managers
- CCIE equivalent knowledge is an advantage
- English on a conversational level
List of Typical Responsibilities For a Problem Analyst Resume
1
Responsibilities For IT Problem Analyst Resume
- Proficient with Service Desk Management tool such JIRA, ChangeGear; Knowledge Management tool such as Confluence; Test Management tool such as Zephyr, Test Track Pro; Relational databases and SQL such as Oracle and Sybase
- Experience in driving the development and implementation of availability metrics to demonstrate progress in achieving the goals
- Experience with root cause analysis and understanding of application architecture (i.e., web tier, server tier, service tier, back end, etc.)
- Experience in an IT or Statistical role within a Global Organization
- Previous Incident Management or Problem Management experience a benefit
2
Responsibilities For Senior Problem Analyst Resume
- Operations Management experience a benefit
- Applied knowledge of Remedy ITSM (viaTIL), web-based Crystal reporting and MS OFFICE
- Knowledge of the multiple Operating Systems (Windows 7, Window Server 2008, Linux, MAC OS)
- Position requires a broad and solid understanding of IT Infrastructure, including: Distributed computing, VDI/Citrix, Basic Networking concepts LAN/WAN (TCP/IP), Exchange, Microsoft Cloud Computing (Office 365), Audio/Video Infrastructure (Bluejeans , PGI) , Active Directory, DNS, SAN, SCCM, McAfee, Sharepoint, Power Point etc
- Teamwork/Collaboration: Inspires, motivates, and guides others toward goal accomplishments; develops and sustains cooperative working relationships
- ITIL V3 Foundations a benefit
- Experience and ability to drive improved availability of services, supporting applications and infrastructure, identify areas of concern and proactively work with key stakeholders to validate findings and incept / drive work to mitigate
- Engage and manage all relevant service delivery partners, both internal and external to Barclays
3
Responsibilities For Change & Problem Analyst Resume
- Understand the required integration between Problem Management and all other ITIL aligned disciplines e.g. Incident and Change management
- Ensure high quality reports are delivered to Senior Management, Risk and Operations forums providing insight into the challenges facing the organisation and recommendations to address
- Experience of SQL/PL-SQL/T-SQL script creation is highly desirable
- Proficient in the use of SQL and tools such as SQLPLUS or Quest Toad is desirable
- .NET, Biztalk and Sharepoint
- BA/BS or equivalent in Engineering, Computer Science, Computing Information Sciences, or Management of Information Systems with 2 or more years of prior relevant experience or Masters with less than 2 years of prior relevant experience
- Developed skills in basic theories, practices and procedures in one skill area through formal training, and able to apply basic knowledge/skills to own work area
- Can use existing, clearly defined procedures to solve routine problems and organise own time to deliver against tasks set by others within a short-term horizon
4
Responsibilities For IT Lead Problem Analyst Resume
- Self starter, resilient to pressure and able to work in a multi-paced, change oriented environment
- Able to retain technical information
- Able to work independently and within a team to support the end user and the department
- Pragmatic with sound judgement and common sense especially around trend analysis
- Able to use initiative to keep users and internal stakeholders informed of progress in relation to logged problems
- Self-starter, resilient to pressure and able to work in a multi-paced, change oriented environment
- Decision Making: Exercises good judgment by making sound and well-informed decisions; perceives the impact and implications of decisions; makes effective and timely decisions, even when data is limited or solutions produce unpleasant consequences; is proactive and achievement oriented
- Problem Solving: Identifies and analyzes problems; distinguishes between relevant and irrelevant information to make logical decisions; provides solutions to individual and organizational problems. Develops reasonable options for solutions when required for decision making
- Technical Ability: Understands and appropriately applies procedures, requirements, regulations, and policies related to specialized expertise. Uses knowledge that is acquired from formal training or extensive on-the-job experience to perform one’s job; works with, understands, and evaluates technical information related to the job
5
Responsibilities For Junior IT Problem Analyst Resume
- People Engagement: Understands the components of team and group leadership, sets and communicates clear expectations of meeting attendees and process participants, validates those expectations are understood and ensuring deliverables are submitted on time and meet the original expectations or goals
- Written and Oral Communication: Expresses facts and ideas in writing and presentations in a clear, convincing, and organized manner along with the ability to lead and control detailed technical conversations remotely through common virtual meeting technologies
- Customer Focus: Demonstrates a passion for customer excellence and responsiveness. Delivers the highest quality of service and support to one's customers. Demonstrates that one's customers are the day-today top priority
- Responsibility & Integrity: Demonstrates high integrity, ethical behavior, honesty, fairness and trustworthiness in all business interactions. Sets clear objectives with defined results and holds self accountable to meet them
- Experience with a background in IT Operations IT Operations as an IT Project Manager or IT Change Manager
- Innovation: Embraces and promotes change. Open and receptive to new ideas. Seeks to invent new and better ways to better meet customer and company needs
6
Responsibilities For Incident / Problem Analyst Resume
- Agility: Sets and drives aggressive pace to respond to customer needs and deliver results. Executes consistently and delivers with energy, speed, and the desire to win
- Teamwork: Collaborates and cooperates with team members, both functionally and cross-functionally, to achieve common goals. Openly shares ideas and knowledge with team members. Dedicated and committed to one's team and its collective success
- Reporting on pro-active and reactive trend analysis
- Reporting to all levels on summary and progress reports
- ITIL v3 Certified Professional
- Concepts, practices and procedures analyzing the functions within Information Technology (IT) operations, system administration, systems management and systems development
7
Responsibilities For Senior Change & Problem Analyst Resume
- Incident and platform management across 24 7 5 and rostered weekend allocations
- Incorporate needs, wants and goals from different business unit perspectives into problem analysis activities
- Solve complex problems and model the business and financial impact of proposed problem solutions
- Select and lead complementary high performance problem solving teams, including planning, assigning, monitoring, reviewing and evaluating problem solving activities
- Give presentations in front of small and large groups
- ITIL Certification or higher
- In partnership with Change Management, tracks all Change Records associated with a permanent solution to a Problem Record through to implementation and monitors to ensure the root cause has been adequately addressed
8
Responsibilities For Incident & Problem Analyst Resume
- Updates all Problem Records with appropriate data including associated Incident information, Change and Release information, Problem tasks, priorities, root cause information and temporary solution
- Establishes and builds a healthy working relationship with Leads within the IT Infrastructure and Application teams
- Assists in the preparation of all Problem Management data for reporting and analytics
- Ensures that, where appropriate, Knowledge documents are entered into the Knowledge Base for future reference
- ITIL Service Operations framework with a concentration on Problem Management
- New graduate entry
- Assists in managing change requirements by participating the production and distribution of a Forward Schedule of Changes (FSC) containing details of all changes approved for implementation and their proposed implementation dates. Includes agreeing the FSC with relevant customers within the business and other concerned parties such as SLM and Service Desk
- Reviews Request For Change Logs to ensure accuracy and consistencies of data, to filter out requests that are totally impractical, allocate priorities and categorize changes. Includes returning impractical requests to the initiator, together with brief details of the reason for rejection, allocating priority based on the impact of the problem and the urgency for remedy
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