Problem Management Analyst
Reporting To: Problem Management Lead
Location: Austin, TX
Experience Level: 5+ Years
Purpose of the Role
Partner with the Problem Management Lead to convert reactive incident data into proactive, systemic improvements across the organization. This role owns the analytical foundation validating, categorizing, and identifying patterns across incident and PIR data to ensure prevention initiatives are driven with speed, accuracy, and impact.
Key Responsibilities
1. Incident & PIR Data Quality
- Validate, cleanse, and categorize incidents and Post-Incident Reports (PIRs) into existing problem sets
- Identify gaps in categorization and surface misclassified records
- Propose improvements to taxonomy and data structuring
- Ensure data integrity to enable reliable trend analysis and decision-making
2. Pattern Recognition & Prevention Pipeline
- Maintain real-time awareness of incident activity and emerging risks
- Execute small-to-medium initiatives end-to-end in collaboration with the Problem Management Lead
3. Reporting & Narrative Development
- Develop, refresh, and maintain dashboards, reports, and executive decks
- Integrate and analyze data from multiple ticketing and data systems
- Translate complex, multi-source data into clear, actionable insights
- Ensure high accuracy and quality in all reporting outputs
4. Cross-Functional Coordination
- Drive DRI (Directly Responsible Individual) syncs and working sessions
- Manage action trackers, meeting agendas, and follow-ups
- Facilitate knowledge transfer and documentation across teams
- Ensure smooth progression of problem management workflows
Preferred Qualifications & Skills
- Strong analytical mindset with experience in incident/problem management environments
- Hands-on experience with tools such as Radar, HCL, Confluence, Slack, and Webex
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