IT Business Systems Analyst – Problem Management & RCA Focus
IT Business Systems Analyst – Problem Management & RCA Focus
About the Role
Our client is seeking a seasoned IT Business Systems Analyst to join their IT Operations team in Juno Beach, FL. This contract role is dedicated to strengthening system stability through disciplined Problem Management. You will drive root cause analysis, proactively identify incident trends, and implement lasting corrective actions. If you thrive on turning recurring issues into permanent solutions and have deep experience with ServiceNow and ITIL frameworks, we want to hear from you.
This is a 12-month on-site contract opportunity where you will collaborate closely with IT Operations leadership to manage workload, priorities, and process improvements. Your work will directly reduce incident volume and enhance the reliability of critical business systems.
Key Responsibilities
- Proactively analyze incident trends to create Problem tickets for recurring issues not automatically generated by ServiceNow.
- Assign Problem tickets, monitor progress, and ensure timely resolution across teams.
- Facilitate thorough Root Cause Analysis (RCA) sessions using the "5 Whys" methodology and other structured techniques.
- Guide assignees in identifying and implementing corrective and preventive actions to eliminate future incidents.
- Communicate regularly with Problem ticket assignees to track task completion and remove blockers.
- Review, validate, and oversee the approval and closure of Problem tickets to ensure quality and completeness.
- Generate reports and respond to leadership inquiries regarding Problem Management activities and metrics.
- Identify and champion process improvements to enhance overall Problem Management efficiency.
- Collaborate with IT Operations leadership to balance workload and align priorities.
Required Qualifications
- 11-15 years of experience in IT business systems analysis or a related field.
- Proven expertise in IT Problem Management and Root Cause Analysis (RCA).
- Proficiency with ServiceNow for ticket generation, management, and reporting.
- Strong analytical skills to identify incident trends and drive proactive solutions.
- Experience facilitating the "5 Whys" methodology.
- Ability to generate reports and communicate findings clearly to leadership.
- Experience collaborating with IT Operations to manage workload and priorities.
Preferred Skills
- Deep knowledge of ServiceNow ITSM modules.
- Advanced reporting and data analysis capabilities.
- Demonstrated success in IT service management process improvement.
- ITIL certification or strong working knowledge of ITIL frameworks.
Why Join Us
This role offers the opportunity to make a tangible impact on system reliability within a collaborative IT Operations environment. You will work on a high-visibility contract where your analytical skills and problem-solving expertise are valued. Our client provides a professional setting where you can deepen your expertise in ServiceNow and ITIL best practices while contributing to meaningful, long-term improvements.
Apply Today
If you are a proactive IT Business Systems Analyst ready to tackle complex problems and drive permanent solutions, we encourage you to apply. Take the next step in your career and help our client build more resilient systems.