Problem Management Analyst Resume Sample
Kyla Bergnaum
9809 Abbott Spring,
Houston,
TX
+1 (555) 661 7470
Work Experience
Problem Management Analyst
05/2016
-
PRESENT
Chicago, IL
- Advises on process implementations in cooperation with key stakeholders to ensure successful rollout, delivery and sustainability to ensure benefits realization
- Advises stakeholders and partners on the identification, tracking and reporting of key metrics and measurement of process efficiency
- Provides guidance to team members on the development of process support documentation (e.g. work aids, process descriptions, checklists, templates and guides) to assist with process implementation, adoption and sustained maintenance
- Provides expertise to root cause analysis for process improvement opportunities
- Develops and evaluates strategies to measure the achievement of established goals – as necessary
- Draft and distribute Problem reports to stakeholders, including root cause, post mortem and KPI metrics16. Analyze complex technical issues in order to recommend, develop and/or implement strategies and achieve objectives
- Provides consultation to stakeholders to identify and clarify highly complex business process designs
- Experience in a NOC or equivalent support role
IT Problem Management Analyst
06/2010
-
01/2016
Dallas, TX
- Understanding of IT Operations environments
- Experience facilitating ITIL practices such as RCA or Post Mortem activities
- Experience with driving adoption of best practices
- Ownership of severity 1 and 2 Problem Records assigned the EMEA problem management team.
- Identification of known errors, workarounds, within applications and Infrastructure and work with SME’s to develop plans or changes into the environment to implement permanent fixes
- Manage unresolved severity 1, 2 and complex severity 3 security incidents resolution and provide regular updates to CGI security resources and management
- Coordinate technical conference calls to facilitate resolution of security incidents
Junior Problem Management Analyst
10/2004
-
04/2010
Houston, TX
- Four years of experience covering a wide-range of writing assignments, course development, and/or training documentation for both hardware and software products
- Recommends and selects methods and techniques for obtaining solutions
- Advises stakeholders to identify and clarify complex business requirements
- Consult and advise stakeholders on methods to achieve customer objectives, business needs and processes / workflows
- Actively participates in industry groups to stay abreast of IT Service Management trends and best practices, with the ability to translate them into recommended solutions and build/revise Problem Management process strategies
- Consults with stakeholders on business implications of recommended process design or improvements
- Leads change improvements of operational business practices via analysis and interpretation of current policy, procedure and business needs
- Leads the streamlining processes and/or business operations
Education
Utah State University - Orem Education Center
2000 - 2004
Bachelor's Degree in Computer Science
Professional Skills
- Extremely strong leadership skills along with strong analytical skills
- Excellent documentation skills. Advanced PC skills including Microsoft Excel, Word, Access, and PowerPoint
- Strong problem solving skills – probing to understand flow logistics and engage relevant support
- Strong analytical, problem solving mindset and with good verbal and written communication skills
- Expert experience in research, analytical, and problem solving skills
- Proven experience in working effectively with diverse internal and external contacts
- Strong technical skills and familiarity with Excel functions, Macros, Pivot Tables and Formatting
How to write Problem Management Analyst Resume
Problem Management Analyst role is responsible for analytical, design, analysis, microsoft, communications, excel, insurance, training, integration, logistics.
To write great resume for problem management analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Problem Management Analyst Resume
The section contact information is important in your problem management 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 Management Analyst Resume
The section work experience is an essential part of your problem management 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 management 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 management analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Problem Management Analyst resume experience can include:
- Good Microsoft Office experience, predominantly Excel, Visio and PowerPoint
- Identifying, categorizing, prioritizing, analyzing, and tracking all Group Insurance technology service and system problems
- Partnering with Commercial Bank Operate and AD teams in driving resolution for CB owned production issues
- Providing support and guidance and training to internal customers of the problem management function, ensuring that strong relationships are built
- Working alongside the Problem Manager and with team leads and third parties, assisting with the identification, classification and prioritisation of problems ·
- Extensive experience advising, mentoring and leading project teams in business process improvement initiatives
Education on a Problem Management Analyst Resume
Make sure to make education a priority on your problem management 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 management 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 Management Analyst Resume
When listing skills on your problem management 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 management analyst skills:
- Strong communications skills with high level of customer awareness
- Strong written and verbal communication skills with attention to detail and quality
- Previous experiences in ensuring applications are available by performing various levels of checks and validations post patching
- Expert systematic investigational skills – include gathering and analyzing data from multiple sources
- Strong process, Incident & Problem Management experience
- Analytic/diagnostic skills and attention to detail
List of Typical Experience For a Problem Management Analyst Resume
1
Experience For Incident & Problem Management Analyst Resume
- Experience using Agile processes, Jira, TFS, Microsoft Visual Studio and Microsoft Office products
- Experience in an IT or Security support environment (soc, helpdesk, network/server administrator, etc.)
- Experience in Incident or Problem management
- Identifying the root cause, actions required to resolve a problem and eliminating recurring incidents
- Ensuring resolutions are implemented through the change management process
- Conduct daily operations of incident and problem management, driving known problems to resolution and analysing incidents to find new problems
- Provide queue management support to help ensure proper call handling is performed and the appropriate teams are engaged and working to resolution
- Contribute to maturing and maintaining Incident and problem processes and best practices
2
Experience For IT Problem Management Analyst Resume
- Provide data/statistical analyses, summarize findings, process metrics and reporting, and provide status reports to customers at all levels of the organization
- Observe patterns with ongoing issues and identify opportunities for changes to systems and processes
- Responsible for working with AWM Business Units globally to ensure the Problem Management process is executed comprehensively.
- Ensure data integrity by analyzing incident and problem related data/metrics and reports for trend analysis
- Ensures that problems in the environment are entered in the problem management ticketing system in a timely manner with accurate information
- Produce regular and ad hoc problem management reports, ensuring that the information is delivered within agreed timescales
- Monitor actions to investigate and remediate security incidents in systems and services
- Overall documentation of security incident progress and resolution
- Facilitate or lead task force initiatives for on demand scenarios
3
Experience For Junior Problem Management Analyst Resume
- Proactive data analysis, to identify potential Problems
- Coordinate the full lifecycle of the Problem Management Process
- Coordinate Root Cause Analysis activities to successfully identify root causes of problems
- Perform analyses to highlight potential weaknesses and make recommendations for improvement
- Work with Technical Teams, Incident Management & Change Management in resourcing appropriate skills and information for effective problem investigation and resolution
4
Experience For Continual Service Improvement Problem Management Analyst Resume
- Actively monitor processes, tools and data quality to ensure consistency across PM
- Coordinate escalated (Level 2 or Level 3) application support where applicable with various Production Support Application teams
- Partner heavily with all areas of Group Insurance IT, Group Insurance Business areas, corporate organizations and shared service teams to ensure comprehensive root cause analysis of problems is performed, known errors are documented, and resolutions or workarounds are implemented
- Interface with the Incident Management process to ensure incidents have thoroughly documented known errors with specific focus on increasing first-call incident resolution
- Participate in the continuous improvement of the Problem Management process
- Responsible for one or more functional areas of the application, both from a technical and business perspective
- Resolve and document all non-code change escalations
5
Experience For Problem Management Analyst Resume
- Document and communicate to Product Management resolutions, identifying opportunities for usability, training, and documentation improvements for customers and Product Support
- Work closely with Product Management and Development to identify and schedule software defects needing prioritization and scheduling for code correctives, participating in backlog grooming and prioritization
- Apply data fixes and/or other non-code related remedies to resolve the escalations
- Work with Product Support to communicate non-code resolutions so that their knowledge base can be updated, agents can be trained, etc
- Meet monthly with Product Management and Development to review issues, KPIs, resolutions, trends, etc. and hold other teams accountable
- Manage tasks to meet the assigned project dates as well as Client SLAs
- Able to read and interpret JSON, XML, SOAP Requests/Responses
6
Experience For Incident & Problem Management Analyst Resume
- Triage new issues/requests and resolve as quickly as possible to minimize the impact on business operations
- Monitor the team's email inbox and Service Desk queue at regular intervals and provide prompt responses
- Prepare periodic reports on incident metrics and review them with senior management
- In IT Operations and/or service delivery management
- Acts as primary communications interface to all AWM Business Units for problem management escalations
- Manages the formal AWM root cause review process, ensuring that quality and in-depth root cause reviews occur as soon as reasonably practicable for all AWM owned P1Sx issues; and all meaningful requests from other JPMC lines of business to review impacting P1/Sx and non-P1 issues
- Work closely with Incident and Change management to ensure related incidents are updated
- Responsible for working with lines of business to develop valid actions to reduce impact and/or TTR for AWM-owned issues (i.e. application resiliency; move to DR solutions, etc.)
7
Experience For IT Problem Management Analyst Resume
- Analyzes AWM owned issues to identify problem trends and chronic issues; communicate with technology owners; and facilitate plans of attack to ensure that AWM reaches its committed goal of reducing problems in the environment; eliminate defects; reduce impacts; and shorten time to repair, drive efficiencies
- Strong communication (oral & written) skills including the ability to translate
- Lead and motivate team members to resolve issues in a timely manner
- Coordinate activities between support teams and 3rd party vendors to ensure adherence to service level agreements
- Prepare and facilitate weekly Incident Review Meetings and Root Cause Analysis meetings
- Monitor existing tickets and escalate to management if in risk of missing the service level targets and identify incidents where service levels were not achieved
- Strong cross technology background
- Monitor and identify aging incidents to ensure appropriate teams are engaged and working to resolution
8
Experience For Junior Problem Management Analyst Resume
- Maintain a shared knowledgebase relating to known errors and workarounds
- Manage activities for all P1 and P2 critical incidents
- Serve as a central communication point for all major incidents
- Have the ability to influence and lead technical conversations with various infrastructure and application support groups
- Have the ability to interface and work with multiple teams globally
- Able to present and lead meetings with multiple participants and stakeholders from all levels in the organization
- Identify and resolve gaps in processes
9
Experience For Continual Service Improvement Problem Management Analyst Resume
- Ensures that all processes and procedures concurrently meet the Bank’s standards and requirements
- Functions as subject matter expert in problem management, root cause analysis methodologies and issue resolution
- Uses problem management metrics, problem trending and Critical Success Factors (CSFs) to drive continual improvement in root cause analysis, downtime, required resources and issue deterrence
- Provides IT management with an analysis of the risk and impact of outstanding problem tickets, resources required for proper root cause analysis and resolution, status of problem tickets, and the benefits realized by performing problem management
- Participates in problem management technology evaluations and decisions, and manages the day-to-day use of problem management tools
- Performs upfront root cause analysis to understand the impact, severity and risk of the problem; determines what work-around and known errors exist; and assigns a priority to the ticket
- Manages the problem ticket owner and required technical resources throughout the IT organization and within outside vendors, to ensure that the problem is being resolved within external and internal service-level goals
- Prior to the problem management ticket being closed, ensures that the ticket owner has performed the proper root cause analysis, documented the work-around and known errors, the issue has actually been resolved and the appropriate processes were followed
10
Experience For Problem Management Analyst Resume
- Establishes regular communication with IT management and the business regarding the status of problem tickets, known errors, the resources working on the ticket, adherence to SLAs for problem ticket turnaround and the benefits of not having the issue reoccur
- Is an active member of the critical incident, change & configuration teams, and works to provide seamless process and data integration among these process modules
- Assisting the Problem Manager to define the problem management principles, processes and procedures
- Continuously improve problem management analysis and reporting; enforce and actively promote the problem management process and best practice across Dyson IT globally ·
- Knowledge of IT service desk tools ideally ServiceNow ITIL v3 trained
- Assertive - Manages the response to keep teams engaged and on topic. Does not stay in the background
List of Typical Skills For a Problem Management Analyst Resume
1
Skills For Incident & Problem Management Analyst Resume
- Effectively assist in the communication of Problem Management policies and processes
- Proven experience and success in an Incident or Problem role
- Proven track record of significant contribution to an effective Incident & Problem Management function
- Experience of managing large volumes of problem in insurance/ financial industry environment where resolving groups are operating to SLAs
- Effective at collaborating across teams while driving issues to resolution
- Previous experience of handling technology major incidents for Wholesale / Corporate Banking / Treasury Services
2
Skills For IT Problem Management Analyst Resume
- Previous experience of handling major incident management in a shift model and turning over incidents to peers in North America
- Experience defining and communicating technical expectations and task goals
- Experience in using tools such as ITSM, HPSM, JIRA AppDynamics, Edge, APICA, SQL Server Management Studio, SQL Navigator and Control-M
- Previous experience in handling weekly or weekend change requests raised by the Development teams
- Previous experience in supporting technology services for Commercial Bank environment where the product is owned by other lines of business
- Strong understanding on the infrastructure environment
- Experienced working in a process-oriented environment and accommodate exceptions on some areas
3
Skills For Junior Problem Management Analyst Resume
- Experienced in developing processes and documents to ensure quality delivery of services
- Experience communicating with diverse work teams and senior-level management
- Expert verbal and written skill communicating with all levels within an organization
- Experience with Problem Management specifically
- Major Incident Management experience
4
Skills For Continual Service Improvement Problem Management Analyst Resume
- Previous experience in service management tools such as HPSM or ServiceNow
- Experienced as an Incident/Crisis Manager in previous roles
- Experience in the Security domain
- Strong knowledge of ITIL Problem Management Knowledge of ITIL Incident and Change Management Understanding of project lifecycle stages
- Experience in Operational / Service Management role
- Experience with Air Force Cyberspace operations, network analysis, or support to Cyberspace operations
- Experience in a Business System Analysis, Problem Management and/or Incident Management role. (Required)
- Help-Desk or application support- experience
5
Skills For Problem Management Analyst Resume
- Experience in one or more of ITIL process, 6-Sigma, technical business analysis, application support, or IT architecture
- Demonstrate how the use of Problem Management reduces the number of Incidents in the environment
- Problem Management experience
- Experience with ServiceNow or other IT Service Management solution
- Related Problem Management Classes and Accreditation Experience
- In-depth experience in incident, problem, change, availability, and event management processes and tools
6
Skills For Incident & Problem Management Analyst Resume
- Experience of 1 or more Incident & Problem Management toolsets
- Demonstrated success in a problem management role
- Escalate high priority and major problems not resolved within defined timeframe to team leaders and/or Head of Problem Management
- Ensure all problems are logged, reported, continually prioritized and fully documented
- Facilitating the incident chats by creating work-streams and ensuring close to real time information on the status of the incident
- Participating in the management of the lifecycle of all Problem tickets and preventing Incidents from happening
- Minimizing the impact of unavoidable Incidents and assisting in making temporary solutions available to Incident Management
- Being responsible for handling of Problems according to SLAs/OLAs
7
Skills For IT Problem Management Analyst Resume
- Managing incident bridge calls and driving work-streams to mitigate an incident
- Working knowledge of incident tracking tools (e.g. ServiceNow)
- Understanding of implications of business requirements on the application(s) with the ability to advise stakeholders and key business partners
- Ensuring quality of Known Error records and corrective actions
- Preventing the replication of Problems across multiple systems
- Reviewing Incident data to analyse assigned Problems
- Ensuring that AWM are compliant with the firm wide Problem Management process and policies
8
Skills For Junior Problem Management Analyst Resume
- Multi- tasking is essential – listening, writing, reviewing and sending executive communications
- Ensure that the resolving teams are meeting their obligations regarding the updating of Problem Logs with progress to date
- Prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
- Adaptable and with intellectual ability to thrive in a demanding, fast moving and customer focused environment
- Creative problem solving – following an issue through to its logical conclusion
- Perform proactive problem trending analysis using available data sources and facilitate recommended approaches to address findings
- ITIL v2 or v3 Foundations training or higher level of ITIL Certifications
- Familiarity of monitoring tools such as Edge, Apica, AppDynamics and Splunk
9
Skills For Continual Service Improvement Problem Management Analyst Resume
- Business knowledge on corporate banking/treasury services applications and business flow
- Preferably with an ITIL Foundation Certificate or other ITIL qualification or exposure to working ITIL processes
- Able to communicate well with customers and manage the working relationship accordingly
- Expert understanding of project management principles and processes
- Availability to work flexible hours during the day (between 7 am and 6 pm)
- Comfortable speaking with senior management
- Build a close relationship with the business and communicate potential client impacting issues
- Keen focus on providing exceptional service to internal customers
10
Skills For Problem Management Analyst Resume
- Self-starting with the ability to drive initiatives and projects
- In-depth knowledge of IT end-to-end problem management, encompassing availability management, event management, incident management and root cause analysis
- Knowledge of problem management tools, including IT service desk tools, and best practices (required)
- Identify problem trends and known error conditions and driving towards a permanent solution or a business accepted workaround
- Interface with internal customers and users regarding Problem Management studies and services
- Groom and triage customer escalations using standard processes and tools
- Escalate to other teams as needed and follow up with system owners to bring closure to open issues
- Provide timely communication to the end users including status updates, SLAs, best practices and documentation
- Provide basis systems training to the end users as needed
List of Typical Responsibilities For a Problem Management Analyst Resume
1
Responsibilities For Incident & Problem Management Analyst Resume
- Microsoft Office (PowerPoint, Excel) and SharePoint skills
- Multi-task and prioritize while handling multiple incidents
- Representing Commercial Bank for enterprise-wide issues
- Is a self-starter, who is adept at translating concept to concrete action and turning strategy into tactical implementation
- Ensure that all problems are resolved within the timescales set in Service Level Agreements (SLA) and appropriate Operating Level Agreements
2
Responsibilities For IT Problem Management Analyst Resume
- Escalate Problems which are damaging the quality of service
- . Recommends and selects methods and techniques for obtaining solutions
- Advanced knowledge of supported systems within respective area
- Expert analytical thinking, planning, organizational and time management skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
- The ability to maintain discretion and confidentiality
- Expert reasoning capability. Ability to solve practical problems while dealing with a variety of concrete variables during situations in which only limited standardization exists
- Able to confidently utilize MS Word, MS Excel, MS SharePoint & MS Visio
- Expert awareness and knowledge of market trends, business strategies and technology and their interrelationships
- The ability to translate applied rules, regulations, policies and procedures to all audiences
3
Responsibilities For Junior Problem Management Analyst Resume
- Convey complex topics in a clear non-technical manner
- Work through ambiguity and work under pressure
- Respond quickly for a CB owned incident and send accurate communications (business and technical)
- Research continuously in an unfamiliar situation to get answers which would help Commercial Bank to identify, triage, communicate and record the true impacts for the business
- Overall control-oriented focus to ensure processes are compliant and risk averse
- Familiarity with Methodology-based approach (6-Sigma, PMI, PRINCE2, etc.)
4
Responsibilities For Continual Service Improvement Problem Management Analyst Resume
- BA/BS or equivalent in Engineering, Computer Science, Computing Information Sciences, or Management of Information Systems with 1-2 years of prior relevant experience
- Identify problems, analyze and recommend Service Improvement plans
- Lead discussions with both technical and management teams
- Effective verbal and written communication skills when communicating at all levels of authority within the organization and cross-functionally with business units
- Has basic knowledge of IT-infrastructure to understand and be able to combine the data that is delivered to them
- Ideally would possess ITIL v3 certifications
5
Responsibilities For Problem Management Analyst Resume
- Facilitate, analyse and document requirements
- Inform resolver groups when Incident or Problem trends appear and agree the course of action required to enable identification of root cause and resolution of Known Errors within SLA
- Report on service trends, identify root causes and propose appropriate solutions
- Provide regular updates on Problems to the Customer
- Ensure Configuration Items (CI) are linked to all Problems
- Use business knowledge and commercial awareness in order to minimize the impact of any reported Problems on the Business
- Monitor the resolution of Problems through to closure
6
Responsibilities For Incident & Problem Management Analyst Resume
- Ensure that preventative actions assigned to others are completed and recommendations are followed up, and escalate if appropriate
- Ensure that workarounds are followed up with complete resolution
- Lean Six Sigma Certification (e.g. Green Belt, Black Belt) or Other Job Related Certification
- Monitor P1 tickets which impact CB business and engage/escalate to key resources from technology/business
- Collaborate with other LOB PAC teams to identify incidents impacting Commercial Bank, specifically with CIB/CCB teams for client impacting issues and GTI for infrastructure issues impacting CB users
- Writing timely and accurate executive style technical communications. Providing detailed notes of highly visible production issues (P1 level tickets) on a timely basis to the on-call management
- During incident and upon closure, follow-up with technology and business stakeholders until the final impacts for CB are identified and recorded in HPSM accurately
- Review the monitoring tools / ongoing incidents and send Start of Day reports for CB
7
Responsibilities For IT Problem Management Analyst Resume
- Produce monthly reports for International Business Control Forum
- Produce weekly report of CB notable incidents
- Document knowledge acquired in past incidents into relevant support documentation, primers and knowledge systems
- Technical education (e.g. engineer, programmer, technician) – desirable
- ITIL v3 or later Foundation certification
- ·ITIL (v.2 or v.3) certification required
8
Responsibilities For Junior Problem Management Analyst Resume
- Excellent process design and analysis skills and aptitude. Strong team player, good analytical and problem-solving skills. Demonstrated initiative to build relationships, learn new business processes and identify opportunities. Excellent oral and written communication skills
- Great Communications skills, both written and verbal, and isn’t afraid to present to a variety of audiences at any level
- Proficiency in process formulation, process improvement and communication with others
- Familiarity with root cause analysis methodologies (such as Kepner-Tregoe, Ishikawa diagram and RPR Problem Diagnosis) is helpful
- Identify Problem root cause through understanding of the Technical environment and provide upward communication to IT Technical Staff and Sr. Executives
- A demonstrated ability to collaborate with cross functional, global teams
9
Responsibilities For Continual Service Improvement Problem Management Analyst Resume
- Have an innovative, continuous improvement mindset
- Identified and consults on complex IT problems and process improvements of a diverse cross functional scope to influence process efficiency
- Identified and consults on complex problems and process improvements of a diverse cross functional scope to influence process efficiency
- . Advises stakeholders to identify and clarify complex business requirements
- Advises business analysts, architects, business partners and other key stakeholders to contribute to and/or propose system solutions and effort estimations
- Actively participates in industry groups to stay abreast trends and best practices, with the ability to translate them into recommended solutions
10
Responsibilities For Problem Management Analyst Resume
- Documents dependencies and implications of complex business requirements on the multiple applications and ability to identify potential impacts to other product/ application areas
- Analyze complex technical issues in order to recommend, develop and/or implement strategies and achieve objectives
- Create necessary dashboards/reports to show progress/performance metrics
- Perform 2nd and 3rd level support activities as needed
- Provide technical assistance to Client Services, Network Operations, Certification and Implementations
- ITIL V2 Intermediate or V3 Practitioners Certification
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