Problem Analyst

Western Governors University • Salt Lake City, UT

2d • $81,300 - $121,900

About The Position

The Problem Analyst coordinates the resolution of highly technical support issues affecting student- and staff-facing products and tools. The role creates and manages major and minor incidents reported by students and staff involving university systems and third-party platforms, and creates and manages related problem records. It serves as a technical expert on complex issue resolution and may assist with the university's change management process, including the Change Advisory Board (CAB). The position requires technical understanding of junior-level administration of internal applications and systems. The Problem Analyst models university leadership principles and mentors others in technical expertise and customer service.

This is a full-time, regular position classified for 40 standard weekly hours. Occasional travel of up to 20% is required, including designated company summits, conferences, company-location visits, and other business events.

Requirements

• Bachelor's degree in Computer Information Systems, Computer Science, or a related field, or relevant professional experience that may substitute for education at the hiring manager's discretion.
• At least 1 year of incident management escalation experience.
• Basic knowledge of Salesforce, Single Sign-On (SSO) Management Systems, Active Directory, Microsoft Office 365, Google Apps Administration, PAM, Scheduling Management Applications, OnBase, Remote Desktop Access Applications, Oracle, and SQL.
• Experience with ServiceNow and familiarity with reporting.
• Ability to independently analyze problems and make decisions with minimal management intervention.
• Strong cross-functional collaboration skills.
• Ability to anticipate potential obstacles and assess their impact.
• Understanding of change and release management processes.
• Ability to manage multiple competing priorities in a high-pressure, constantly changing environment.
• Strong multitasking skills and ability to handle frequent interruptions.
• Commitment to established standards and best practices across multiple technology areas.
• Exceptional analytical and data mining skills, including experience with forecasting and trend analysis.
• Exceptional written and verbal communication skills, including executive-level correspondence.

Nice To Haves

• 2 years of experience as an IC2 Incident Manager on a Service Desk or within a similar ticket management process.
• Linux+ certification.
• AWS Certified Cloud Practitioner certification.
• CompTIA A+ certification.
• CompTIA Network+ certification.
• ITIL Foundation certification.

Responsibilities

• Receive and respond to escalations from support teams, engineers, and staff through Teams, email, OpsGenie alerts, and proposed Parent Incidents.
• Evaluate reported issues using the Severity Matrix and document and create Major/Minor Incidents and Problem Records as appropriate.
• Review and reject incident proposals that do not meet established criteria, providing clear reasoning and documentation.
• Create and maintain Problem Records following incident closure, including organizing and facilitating Problem Meetings, Known Error meetings, and Director's Council meetings.
• Serve as the primary point of contact for Major/Minor Incidents and Problem Records, building relationships with Ed Tech, business stakeholders, and executive leadership.
• Monitor and follow up on active incidents and problems to drive timely resolution based on urgency.
• Demonstrate initiative, independent judgment, and effective self-management.
• Model university leadership principles and mentor others in technical expertise and customer service.
• Assist with the university's change management process as needed.
• Perform other job-related duties as assigned.

Benefits

• Eligible for bonuses.
• 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 and flexible paid sick time, with no accrual requirement.
• 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