IT Business Analyst - Problem Management

IT Business Analyst – Problem Management

Workplace Flexibility: Hybrid

The Operational Governance and Execution department is seeking a highly motivated and analytically driven individual to coordinate the IT Problem Management, Human Performance improvement programs. Embedded within the IT OpEx Department, this role unifies IT Problem Management discipline with the IT Human Performance optimization program and elevates the operational efficiencies of the broader IT organization. The ideal candidate will be a process-oriented, data-driven, critical-thinking individual that is able to leverage AI-powered tools and intelligent automation to accelerate insights, reduce manual effort, and embed intelligence into operational workflows.

The role requires active communication with IT leadership and provides key insights into operational health of IT systems, in addition to collaborating with IT Service Delivery teams in completing causal analysis for critical incidents and developing plans that seek permanent resolutions.

New Orleans, Louisiana (Hybrid)

• Coordinate and drive the IT Problem Management process and its execution aligned to ITIL standards, from detection and root cause analysis (RCA) to knowledge capture and formal closure across IT Service Delivery areas.
• Facilitate structured RCA/problem‑solving sessions using 5‑Whys, fishbone diagrams, and value stream mapping to address systemic IT inefficiencies.
• Leverage AI‑powered techniques (e.g., Service Now AI, Copilot) for predictive incident detection, automated ticket classification, and intelligent problem correlation.
• Prepare and present reports on incident trends, problem management insights, and system performance to IT leadership.
• Provide input into the existing error knowledgebase and assist in maintenance of a process/tool improvement backlog for IT Service delivery teams.
• Collaborate with IT Service delivery teams in identifying and piloting AI automation opportunities to reduce manual operational responses (e.g., alert noise reduction, self‑healing solutions).
• Author and maintain IT Problem and Human performance management processes.
• Identify, track and report human performance errors contributing to unplanned incidents, providing recommendations for improvement.
• Maintain knowledgebase of IT Human Performance improvement opportunities and socialize with IT Service Delivery teams to help maintain high operational efficiencies.
• Maintain documentation of problem resolutions, corrective actions, and lessons learned.
• Apply human performance improvement (HPI) principles to post‑incident reviews — ensuring blameless, learning‑oriented outcomes.
• Investigate recurring system and/or latent organizational deficiencies that could be leading to issues. Provide critical reviews of documented root cause analysis (RCA) to ensure valid and complete details are documented.
• Utilize ITSM tools to track and manage incidents and problem tickets effectively.
• Collaborate with IT OpEx leadership to align department performance activities with broader organizational KPIs and strategic priorities.

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in IT problem and incident management.
• Utility experience with Human Performance tools and controls.
• ITIL v4 certifications are highly recommended.
• Experience leading process improvement initiatives using Lean, Six Sigma (Green Belt or higher), or Agile frameworks.
• Practical experience using AI productivity tools (e.g., Microsoft Copilot, ChatGPT, Gemini) to improve documentation, reporting, and analysis workflows.
• Strong data analysis and reporting skills; ability to build and maintain operational dashboards and KPI scorecards.
• Excellent facilitation, written communication, and executive presentation skills.
• Proficiency in using ITSM tools (e.g., Service Now, Jira, Remedy).
• Strong analytical skills with the ability to interpret and present complex data.
• Strong attention to detail and problem‑solving abilities.
• Ability to work collaboratively across teams and with leadership.
• Applicable certifications for Incident and…