Business Analyst

Accenture LLP • Raleigh, NC

1d • Onsite

About The Position

The Problem Management Thematic Analysis Specialist identifies, investigates, and eliminates recurring incidents within the IT environment. The role uses structured analytical frameworks and qualitative and quantitative research methods to surface systemic issues, reduce incident volume, and drive continuous service improvement. The specialist partners with incident managers, service owners, and technology teams to turn complex data into actionable insights.

This is an onsite contract role in Raleigh, NC or Charlotte, NC, with a stated duration of six or more months and a strong possibility of extension.

Requirements

• 4–6 years of experience in Problem Management and/or combined with Incident Management.
• Relevant industry experience.
• Skill in conducting thematic or trend analysis within ITSM environments.
• Required skills include Problem Management, 5 Why Analysis, and thematic analysis of major incidents.

Nice To Haves

• ITIL v4 Foundation certification or higher.
• Proficiency with ITSM tools such as ServiceNow, Jira, Remedy, or equivalent platforms; ServiceNow experience is specifically preferred.
• Strong knowledge of the ITIL framework, particularly Incident, Problem, and Change Management practices.
• Experience with data analysis tools such as Excel, Power BI, Tableau, or SQL for reporting and visualization.
• Excellent written and verbal communication skills, including presenting complex findings to non-technical audiences.
• Strong analytical and critical-thinking skills, with a detail-oriented and methodical approach to investigation.

Responsibilities

• Conduct thematic analysis of incident, problem, and change records to identify systemic patterns, recurring failure modes, and cross-functional trends contributing to service degradation.
• Review root cause analysis activities using methods such as 5 Whys, Fishbone (Ishikawa), Fault Tree Analysis, and ITIL-aligned problem investigation techniques.
• Extract and analyze datasets from ServiceNow to produce trend reports, executive dashboards, and heat maps highlighting high-risk areas.
• Collaborate with application owners, infrastructure teams, and business stakeholders to gather qualitative insights, validate hypotheses, and develop long-term remediation strategies.
• Track resolution effectiveness and measure reductions in repeat incidents over time based on analytical findings.
• Ensure adherence to Problem Management policies and procedures aligned with ITIL v4 best practices, and contribute to process maturity assessments and improvement roadmaps.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed