Problem Analyst

If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:
Grade:
Technical 404
Pay Range: $81,300.00 - $

As a Problem Analyst, you will play a critical role in maintaining the stability and performance of systems that directly support student and staff experiences. You will own the coordination and resolution of complex technical issues across internal and third-party platforms, acting as a trusted expert and single point of contact during high-impact incidents. Your ability to analyze, communicate, and drive resolution will help ensure continuity and continuous improvement across the university's technology ecosystem.

• Coordinate and manage major and minor incidents, ensuring timely resolution and clear communication across stakeholders
• Serve as the primary point of contact during incidents and problem investigations, including executive-level stakeholders
• Evaluate incoming issues using severity frameworks and determine appropriate escalation paths
• Create, document, and manage problem records resulting from incidents
• Facilitate problem review meetings, known error discussions, and stakeholder alignment sessions
• Partner with technical teams and business stakeholders to identify root cause and drive long-term solutions
• Monitor active incidents and proactively drive progress toward resolution

• Bachelor's degree in Computer Information Systems, Computer Science, or a related field
• Minimum of 1 year of experience in incident management, escalation support, or related practice
• Strong problem-solving and logical thinking skills, especially in high-pressure situations
• Proven ability to communicate clearly and effectively across technical and non-technical audiences
• Experience collaborating across multiple teams and functions
• Ability to lead meetings and influence outcomes with senior stakeholders
• Working knowledge of enterprise tools such as Salesforce, SSO, Active Directory, Office 365, Google Apps, remote desktop tools, and SQL
• Experience with Service Now

• Working knowledge of tools such as Banner, Argos, Time Trade, or IIQ
• Relevant certifications such as ITIL Foundations, CompTIA A+, Network+, Linux+, or AWS Certified Practitioner

Equivalent relevant experience performing the essential functions of this job may substitute for education requirements. Generally, one year of experience is considered equivalent to one year of education, at the discretion of the hiring manager.

At WGU, our mission drives everything we do, including how we hire. Our interview experience is designed to give qualified candidates the opportunity to show their best work through meaningful conversations and collaboration.
We thoughtfully review every application and invite forward the candidates whose experience and potential best align with the role and our mission.

• Introductory call
• Hiring manager interview

This is a full-time, in-office position…