IT Problem Analyst

Saint Luke's Health System • Kansas City, MO

2d

About The Position

The IT Problem Analyst is responsible for managing the Problem Management lifecycle to identify root causes of recurring incidents, minimize the impact of major incidents, and drive permanent corrective actions. This role partners with cross‑functional IT teams to improve service reliability, reduce incident recurrence, and support continuous improvement initiatives. Saint Luke’s 12,000 employees strive toward that vision every day. Our employees are proud to work for the only faith-based, nonprofit, locally owned health system in Kansas City. Joining Saint Luke’s means joining a team of exceptional professionals who strive for excellence in patient care. Do the best work of your career within a highly diverse and inclusive workspace where all voices matter. Join the Kansas City region's premiere provider of health services. Equal Opportunity Employer. Saint Luke’s Health System includes 18 hospitals and campuses across the Kansas City region, home care and hospice, behavioral health care, dozens of physician practices, a life care senior living community, and more. Find out more about what Saint Luke’s offers: http://www.saintlukeskc.org/about-saint-lukes Are you interested in staying up to date on openings at Saint Luke’s Health System? Simply sign up for job alerts at https://careers.saintlukeskc.org/job-alerts When we have opportunities that meet your interests, you will receive an email with the job details. Saint Luke’s Health System values our employees and we encourage them to apply to any internal openings. If you are a current Saint Luke's Health System employee, please apply through your Workday account by typing "Find Jobs" in the top left corner search bar. You can also follow the link below to the current internal career site to apply. http://www.myworkday.com/saintlukes/d/task/1422$1011.htmld

Requirements

• Strong analytical and problem‑solving skills
• Experience conducting Root Cause Analysis
• Knowledge of ITIL processes and frameworks
• Strong written and verbal communication skills
• Ability to work effectively across technical and non‑technical teams
• Applicable Experience: Less than 1 year
• ITIL - Foundation Examination - Various
• Bachelor's Degree

Nice To Haves

• 3–5 years of experience in IT Service Management, Problem Management, Incident Management, or a related role
• ITIL Foundation or higher certification

Responsibilities

• Manage IT Problem records from identification through closure in accordance with ITIL Problem Management practices.
• Perform root cause analysis (RCA) and document findings, corrective actions, and known errors.
• Analyze incident trends and identify systemic issues impacting service stability.
• Facilitate cross‑functional problem review meetings and track action plans to completion.
• Collaborate with Incident, Change, and Service Management teams to ensure solutions are implemented and controlled.
• Develop and maintain problem management documentation, metrics, and reports.
• Ensure compliance with internal policies, procedures, and governance standards.
• Support continuous improvement initiatives related to IT service quality and operational efficiency.

Benefits

• Health, Vision and Dental
• Leave of Absence, PTO, and various Welfare plans
• Flex and Health Savings Accounts
• Tuition and Education Reimbursement
• Various other voluntary benefits available
• Retirement options
• Clinical Advancement Program – Shared Governance, Unit Based Project, Career Advancement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level