IT Problem Analyst

Saint Luke's Physician Group • Kansas City, MO

20h

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.

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: Entry Level