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Job Title: Thematic Analyst
Location: Raleigh, NC or Charlotte, NC
Duration: Contract - 1 months. Strong possibility of extension.
Pay Range: $35/hr - $40.71/hr (W2)
About BCforward
BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.
Job Description
We are seeking a Problem Management Thematic Analysis Specialist to join our dynamic team. The ideal candidate will have strong experience in Problem Management, thematic analysis, and root cause methodologies and a proven ability to identify systemic issues, reduce incident volume, and drive continuous service improvement.
Responsibilities:
- Conduct thematic analysis across incident, problem, and change records to identify patterns, recurring failure modes, and cross-functional trends.
- Lead and review root cause analysis using methods such as 5 Whys, Fishbone, Fault Tree Analysis, and ITIL-aligned techniques.
- Mine and analyze datasets from ServiceNow to produce trend reports, executive dashboards, and heat maps.
- Collaborate with application owners, infrastructure teams, and business stakeholders to validate hypotheses and co-develop remediation strategies.
- Track resolution effectiveness and measure reduction in repeat incidents to support continuous service improvement.
- Ensure adherence to Problem Management policies aligned to ITIL v4 and contribute to process maturity and improvement roadmaps.
Required Skills & Qualifications:
- Problem Management, 5 Why Analysis, and Thematic Analysis of Major Incidents.
- Skilled in conducting thematic or trend analysis within ITSM environments.
- Strong analytical, critical thinking, and communication abilities.
- Experience level: 3 to 5 years with the required skills. Relevant industry experience is required.
Preferred Skills:
- ServiceNow experience.
- ITIL v4 Foundation certification or higher; familiarity with Incident, Problem, and Change Management.
- Experience with Excel, Power BI, Tableau, or SQL for reporting and visualization.
Additional Details:
- Work location: Raleigh, NC or Charlotte, NC. Onsite position. Candidates must be local.
- Employment type: W2 only, including approved subcontractors.
- No vaccination requirement. Travel and expenses are not reimbursed by the client.
- Education: A graduate degree with at least 3 years of study is required.
Why BCforward?
At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:
- Competitive compensation and benefits
- Opportunities for growth with global clients
- A supportive, inclusive culture that values innovation and people
- Exposure to cutting-edge technologies and projects
About Our Commitment
BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.
Interested? Apply Now!
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