Problem Management Analyst

RESPONSIBILITIES:
Kforce's client is seeking an IT Problem Management Analyst in the Juno Beach, FL area to support the identification, analysis, and resolution of recurring IT issues that impact service stability. This role is responsible for proactively analyzing incident trends, managing Problem Records, facilitating Root Cause Analysis (RCA), and driving corrective and preventive actions to reduce future incidents and improve operational efficiency.

Responsibilities:
* Analyze incident trends and recurring service disruptions to identify underlying issues and create Problem Records as needed
* Manage the full Problem Management lifecycle, including assignment, prioritization, tracking, escalation, and closure of Problem Records
* Facilitate Root Cause Analysis (RCA) activities using methodologies such as 5 Whys to identify underlying causes of incidents
* Partner with technical teams, engineers, and stakeholders to implement corrective and preventive actions
* Monitor open Problem Records, track action items, and ensure timely completion of assigned tasks
* Review and validate Problem Records for quality, completeness, and compliance with established processes
* Manage approval workflows and closure activities for resolved Problem Records
* Develop reports, dashboards, and metrics related to Problem Management performance and effectiveness
* Respond to stakeholder inquiries and provide updates on Problem Management activities
* Identify opportunities to improve Problem Management processes, increase efficiency, and enhance service reliability
* Collaborate with IT Operations leadership to prioritize workload and address systemic operational issues

REQUIREMENTS:
* Bachelor's degree in Information Technology, Computer Science, Business, or related field preferred
* ITIL Foundation Certification preferred
* 3+ years of experience in IT Service Management (ITSM), Problem Management, Incident Management, or a related IT Operations role
* Strong understanding of ITIL principles, specifically Problem Management and Incident Management processes
* Experience working with ServiceNow or similar ITSM platforms
* Proven ability to conduct and facilitate Root Cause Analysis (RCA) using methodologies such as 5 Whys
* Strong analytical skills with the ability to identify trends, patterns, and recurring issues from incident data
* Experience managing problem records, tracking corrective actions, and driving issue resolution to completion
* Ability to prioritize multiple tasks and work effectively in a fast-paced environment
* Strong written and verbal communication skills with the ability to interact across technical and business teams
* Experience creating reports, dashboards, and performance metrics to support operational decision-making
* Demonstrated ability to drive process improvements and operational efficiencies
* Strong organizational, stakeholder management, and follow-through skills
* Experience supporting enterprise-scale IT environments preferred

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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