Analyst, IT Problem Management

Concentra is recognized as the nation’s leading occupational health care company.

With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of America’s workforce, one patient at a time. With a wide range of services and proactive approaches to care, Concentra colleagues provide exceptional service to employers and exceptional care to their employees.

The, IT Problem Management Analyst will be a process-oriented, data-driven individual with skills to analyze IT Incident tickets and provide meaningful reports identifying trends and patterns of System Incidents and can collaborate with Service Delivery teams in deploying permanent resolutions. The candidate would also be part of the IT Problem Review and Management processes to identify gaps in service delivery. This role requires strong analytical skills, a questioning attitude and a strong desire to continuously seen operational efficiency improvements being achieved. The role requires active communication with leadership and providing insights into IT operational health.

• Monitors Incidents and Problem records to identify impacted system and application outages that require follow-up analysis.
• Analyze IT incident and service request tickets for patterns and trends of issues across various IT areas.
• Develops, reviews and monitors compliance metrics and key performance indicators (KPIs) to
  identify areas to mature the problem process, policies, and training material.
• Manages active problems, regarding progress and status, ensuring customers are kept up to date with clear concise information.
• 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.
• Prepare and present reports on incident trends, problem management insights, and system performance to IT leadership.
• Collaborate with IT teams to seek permanent resolutions to recurring incidents and problems, thereby improving IT operational efficiencies.
• Maintain documentation of problem resolutions, corrective actions, and lessons learned.
• Utilize ITSM tools to track and manage incidents and problem tickets effectively.
• Contribute to continuous improvement initiatives in IT service management.
• Defines and implements Knowledge standards and strategy.
• Designs and implements the Knowledge process.
• Creates, edits, approves and archives knowledge articles as needed.
• Utilizes trend analysis to determine usage of existing knowledge articles.
• Oversees Knowledge Feedback Process.
• Guides existing Service Desk employees in developing knowledge articles for IT projects and solutions.
• Supports the overall strategic Service Desk mission and approach; makes recommendations to ensure continuous improvement and align the Service Desk with IT business needs.

• Education Level: Bachelor’s Degree ; Major: Computer Science, Information Technology or related field
• ITIL Certification preferred
• Experience in lieu of required education is acceptable
• 2+ years of experience in IT problem and incident management.
• Proven experience in IT problem and incident management.

Job Related Skills:

• Strong analytical skills with the ability to interpret and present complex data.
• Experience in root cause analysis (RCA) and IT service management frameworks (e.g., ITIL).
• Proficiency in using ITSM tools (e.g., ServiceNow, Jira).
• Excellent communication and presentation skills.
• Strong attention to detail and problem-solving abilities.
• Ability to work collaboratively across teams and with leadership.

Employee Benefits

• 401(k) Retirement Plan with Employer Match
• Medical, Vision, Prescription, Telehealth, & Dental Plans
• Life & Disability Insurance
• Paid Time Off
• Colleague Referral Bonus Program
• Tuition Reimbursement
• Commuter Benefits
• Dependent Care Spending Account
• Employee Discounts

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if required.

*This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management*

Concentra is an Equal Opportunity Employer, including disability/veterans