About this role

The Problem Resolution Analyst provides business support for client and participant issues
Act as an escalation point and subject matter expert for time-sensitive technology issues
Take ownership for initial triage, prioritization, and communication efforts for problems
Engage teams and SMEs across the organization to assess impact and support mitigation
Develop a communication plan to facilitate issue resolution
Manage some production validation testing with technology and product teams
Monitor input of issues through incident ticket entry tools
Meet with technology teams to prioritize business priorities
Perform analysis of issues/errors surfaced through the ticket process
Manage successful execution of agreed upon mitigation strategy for incidents
Perform trend analysis to inform product, technology or process improvement opportunities

Solid understanding of the SPS offering and technology platform
Some project management skills
Facilitation of production testing
Ability to prioritize across all open issues
Organizational navigation of technology and business teams
Ability to write and distribute broad communications across the business
Some technical skill with Excel and internal data management tools (MOX, MDM, XTRAC, SPARK)

SPS Problem Resolution Analyst

Key skills