Problem IT Analyst

Hybrid Schedule

See attached for additional information about position

Position Summary:

The Problem Analyst will be responsible for driving continuous improvements to the quality and efficiency of the problem management process. This position will effectively manage the lifecycle of problems in the environment, open corrective actions, and work to identify improvements that will streamline the problem management processes across the Reyes Family of Businesses.

Position Responsibilities may include, but not limited to:

Drives root cause analysis activities by conducting meetings to review major and repeatable incidents, identify areas of improvement, assign corrective actions, and monitor corrective actions to completion.

Develops and maintains problem management policies, procedures, processes, and documentation related to problem management tools.

Creates metrics and reporting for measuring corrective action success and the impact the corrective actions have by reducing mean time to resolve incidents and the number of incidents throughout the environment.

Work with internal and external support teams to ensure that the requirements are being met in the root cause analysis meetings.

Provides governance and oversight for the root cause analysis processes between technical teams.

Ensure adherence to Problem Management process and service level expectations (SLEs) through monitoring and escalation where needed.

Creates development opportunities for employees to ensure that problem management policies and processes are being adhered to.

Other projects or duties as assigned.

Required Skills and Experience:

Bachelor's degree in computer science or related IT field with 3 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management or HS Diploma with 6 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management.

ITILv4 certified or demonstrate knowledge of ITIL best practices.

Excellent communications skills.

Proficient in Microsoft Office Suite, emphasis on Excel and PowerPoint

Must have a passion for working with various groups and technologies.

This position must pass a post-offer background and drug test.

Preferred Skills and Experience:

ITIL Intermediate Certification

PMP Certified

Physical Demands and Work Environment:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Due to the nature of our business in regard to such things as delivery schedules, order inputs, selection, and Department of Transportation Hours of Service, overtime, attendance and punctuality are essential job functions. Should an individual in this classification not be able to adhere to this requirement due to a disability, they should contact their Human Resources department to see what, if any, reasonable accommodation may be made.