Industry: Food and Beverage Industry
Title: Problem Analyst
Location: Rosemont, IL
Duration: 6 Months
Shift: Hybrid – 10 day per month onsite
Time: 10am – 5pm

Position Summary:

• The Problem Analyst will be responsible for driving continuous improvements to the quality and efficiency of the problem management process.
• This position will effectively manage the lifecycle of problems in the environment, open corrective actions, and work to identify improvements that will streamline the problem management processes across the Client's Family of Businesses.

Position Responsibilities may include, but not limited to:

• Drives root cause analysis activities by conducting meetings to review major and repeatable incidents, identify areas of improvement, assign corrective actions, and monitor corrective actions to completion.
• Develops and maintains problem management policies, procedures, processes, and documentation related to problem management tools.
• Creates metrics and reporting for measuring corrective action success and the impact the corrective actions have by reducing mean time to resolve incidents and the number of incidents throughout the environment.
• Work with internal and external support teams to ensure that the requirements are being met in the root cause analysis meetings.
  Provides governance and oversight for the root cause analysis processes between technical teams.
• Ensure adherence to Problem Management process and service level expectations (SLEs) through monitoring and escalation where needed.
• Creates development opportunities for employees to ensure that problem management policies and processes are being adhered to.
  Other projects or duties as assigned.

Required Skills and Experience:

• Bachelor's degree in computer science or related IT field with 3 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management or HS Diploma with 6 plus years of work experience in Global/Enterprise Support, Business Processes and / or Change Management.
• ITILv4 certified or demonstrate knowledge of ITIL best practices.
• Excellent communications skills.
• Proficient in MS Office Suite, emphasis on Excel and PowerPoint
• Must have a passion for working with various groups and technologies.
• This position must pass a post-offer background and drug test.

Preferred Skills and Experience:

• ITIL Intermediate Certification
• PMP Certified