Analyst Production Services

OneMain Financial•West Valley, UT

15h

About The Position

The Analyst Production Services role supports Problem Management by ensuring incidents and problems are documented, analyzed, prioritized, and followed through to resolution. The role coordinates formal Root Cause Analysis (RCA) sessions after major incidents, works with cross-functional stakeholders to identify root causes and corrective actions, and manages reporting on open, aging, recurring, and recently closed problems. The position also proactively identifies problems through incident and monitoring trends, maintains knowledge management resources, recommends improvements to Problem Management practices, and supports high-risk releases through test case development, User Acceptance Testing (UAT), regression testing, and release support as needed. The role provides guidance to cross-functional teams and mentors members of the Problem Management function.

Requirements

1–3 years of experience in a technology-focused organization.
Strong analytical mindset and ability to understand complex concepts.
Foundational knowledge of application and infrastructure technologies.
Excellent verbal and written communication skills.
Proficiency in Microsoft Office Suite, including Visio, Excel, Word, PowerPoint, and Outlook.
Ability to manage multiple priorities in a fast-paced environment.
Demonstrated ability to build and maintain positive relationships with customers and team members.
Strong problem-solving skills, including the ability to analyze and break down complex issues.
Sound judgment and decision-making skills to identify and resolve problems effectively.
High attention to detail and focus on accuracy.
Ability to conduct research and communicate effectively with stakeholders, addressing questions and concerns.

Nice To Haves

ITIL certification or completion of ITIL training.
Extensive experience in Problem Management and Incident Management.
Experience using OneMain Auto applications: Bedrock, UDrive, Foursight, OMF Auto, Topaz, and Lapis.
An associate degree may be considered in lieu of OneMain Auto application experience.

Responsibilities

Ensure all closed incidents within the assigned scope have a corresponding problem ticket.
Schedule and facilitate formal Root Cause Analysis (RCA) sessions following resolution of major incidents (P1, P2, P3), inviting relevant incident response and resolution stakeholders.
Conduct RCAs within established SLA timelines.
Perform detailed problem analysis for problem tickets within the assigned domain and use techniques such as the “5 Whys” to identify root causes.
Prioritize tickets based on incident severity (P1, P2, P3, P4).
Assign action items and partner with cross-functional teams to resolve technical root causes, address process gaps and training needs, improve logging, monitoring, and alerting, remediate related issues, capture long-term improvements, and update SOPs and knowledge documentation.
Define and implement temporary workarounds until permanent resolutions are in place.
Manage reporting on open, aging, and recurring problems and recently closed issues; provide categorization, trend analysis, and domain-level insights.
Facilitate review meetings to drive accountability and progress toward closure.
Build and maintain knowledge management resources, including creating and curating articles for self-service and operational efficiency.
Proactively identify problems through trend analysis of incidents and monitoring data.
Open and manage problem tickets as needed and ensure follow-through to resolution.
Provide leadership and guidance to cross-functional teams in root cause identification, corrective action planning, and execution.
Mentor and coach members of the Problem Management function.
Recommend improvements to Problem Management practices and help implement enhancements after leadership alignment.
Support high-risk releases by assisting development teams in creating effective test cases to ensure business requirements are met.
Participate in User Acceptance Testing (UAT) and regression testing to prevent incidents or identify issues before release.
Support and/or execute code releases as needed.