IT Problem Management Analyst

Lead the end-to-end management of IT incidents to ensure rapid restoration of service with minimal impact to business operations, customers, and users. Coordinate cross-functional teams during major incidents, drive timely resolution, and ensure clear, consistent communication to stakeholders throughout the incident lifecycle.

Responsibilities

• Oversee incident response, prioritization, escalation, and resolution activities
• Continuously improve incident management processes, tools, and runbooks
• Play a critical role in maintaining service reliability, enforcing adherence to SLAs, and fostering a culture of accountability and continuous improvement across support teams
• Provide guidance and recommendations to business and technical partners to help prevent future incidents and improve system stability and client satisfaction
• Maintain and uphold Incident and Problem policies and procedures in accordance with ITIL processes
• Review and maintain incident and problem reports and records to ensure accuracy
• Provide timely communications to stakeholders, leadership, and users
• Serve in a 24/7 on-call rotation, typically every three weeks, to support incident response and critical operational issues

Requirements

• Bachelor's degree or advanced degree (where required)
• 3+ years of experience in a related field
• In lieu of degree, 5+ years of experience in a related field

Benefits

• Medical, dental, and vision coverage along with numerous health and wellness programs
• Parental leave and support plus adoption and surrogacy assistance
• Career development programs and tuition reimbursement for continued education
• 401k match including an annual company contribution
• Annual Incentive Bonus based on annual corporate goal achievement and individual performance

Pay

$81,068.00 - $129,708.00 base salary, planned near the middle of the range. Total Rewards package includes competitive health benefits, wellness programs, and an annual incentive bonus.

Schedule

• Hybrid Flex or Remote Flex role, depending on the nature of the work and distance from Durham headquarters
• Hybrid Flex: work in the office at least two days a week for collaboration and connection
• Remote Flex: work virtually, with a few in-office visits each year for meaningful moments
• 24/7 on-call rotation, typically every three weeks

Skills

• Change Management
• Incident Coordination
• Incident Handling
• Incident Management
• Incident Resolution
• Information Technology (IT) Infrastructure
• Information Technology (IT) Services
• Information Technology Infrastructure Library (ITIL)
• IT Service Management (ITSM)
• Major Incident Management
• Preventive Action
• Problem Management
• Process Improvements
• Technical Problem Resolution
• Technical Support