Problem Desk Analyst

About the position

Join our team as a Problem Desk Analyst, where you will play a crucial role in analyzing and resolving recurring technical issues, driving system reliability, and preventing future disruptions.

Responsibilities

• Identify patterns in backlog and trends by regularly analyzing support ticket data to enhance response times and customer satisfaction.
• Utilize IT Service Management (ITSM) tools such as ServiceNow and Jira to track problem trends and performance metrics, leading initiatives to improve processes and reduce incident recurrence.
• Conduct in-depth root cause analyses and develop action plans that enhance system reliability while working closely with Support leaders and other internal teams.
• Maintain detailed documentation of investigations and solutions while contributing to the development of a robust knowledge base for troubleshooting and best practices.
• Engage cross-functionally with Service Desk Managers, Clinical Consultants, and internal stakeholders, providing insightful reports and recommendations to enhance overall support performance.

Requirements

• 2+ years of experience in technical support, incident management, or problem resolution, preferably within a service desk environment.
• Skills in data analysis, trend tracking, and problem management, with experience using ITSM platforms (ServiceNow, Salesforce, ServiceMax) and data visualization tools (Power BI, Tableau, QLIK, SAP Analytics Cloud).
• Bachelor's degree in a relevant discipline and strong knowledge of call center metrics and problem desk management.
• Familiarity with IT Service Management (ITSM) frameworks; ITIL certification is highly desirable.

Benefits

• Generous PTO
• 401k (up to 7% match)
• HSA (with company contribution)
• Stock purchase plan
• Education reimbursement