Problem Analyst

Western Governors University • Salt Lake City, UT

10d • $81,300 - $121,900 • Onsite

About The Position

As a Problem Analyst, you will play a critical role in maintaining the stability and performance of systems that directly support student and staff experiences. You will own the coordination and resolution of complex technical issues across internal and third-party platforms, acting as a trusted expert and single point of contact during high-impact incidents. Your ability to analyze, communicate, and drive resolution will help ensure continuity and continuous improvement across the university’s technology ecosystem.

Requirements

• Bachelor’s degree in Computer Information Systems, Computer Science, or a related field
• Minimum of 1 year of experience in incident management, escalation support, or related practice
• Strong problem-solving and logical thinking skills, especially in high-pressure situations
• Proven ability to communicate clearly and effectively across technical and non-technical audiences
• Experience collaborating across multiple teams and functions
• Ability to lead meetings and influence outcomes with senior stakeholders
• Working knowledge of enterprise tools such as Salesforce, SSO, Active Directory, Office 365, Google Apps, remote desktop tools, and SQL
• Experience with ServiceNow

Nice To Haves

• Working knowledge of tools such as Banner, Argos, Time Trade, or IIQ
• Relevant certifications such as ITIL Foundations, CompTIA A+, Network+, Linux+, or AWS Certified Practitioner
• Equivalent relevant experience performing the essential functions of this job may substitute for education requirements. Generally, one year of experience is considered equivalent to one year of education, at the discretion of the hiring manager.

Responsibilities

• Coordinate and manage major and minor incidents, ensuring timely resolution and clear communication across stakeholders
• Serve as the primary point of contact during incidents and problem investigations, including executive-level stakeholders
• Evaluate incoming issues using severity frameworks and determine appropriate escalation paths
• Create, document, and manage problem records resulting from incidents
• Facilitate problem review meetings, known error discussions, and stakeholder alignment sessions
• Partner with technical teams and business stakeholders to identify root cause and drive long-term solutions
• Monitor active incidents and proactively drive progress toward resolution

Benefits

• medical, dental, vision, telehealth and mental healthcare
• health savings account and flexible spending account
• basic and voluntary life insurance
• disability coverage
• accident, critical illness and hospital indemnity supplemental coverages
• legal and identity theft coverage
• retirement savings plan
• wellbeing program
• discounted WGU tuition
• flexible paid time off for rest and relaxation with no need for accrual
• flexible paid sick time with no need for accrual
• 11 paid holidays
• other paid leaves, including up to 12 weeks of parental leave

What This Job Offers

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