Problem Analyst at Discovery Limited

Key Purpose

• Work closely with the IT Operations support team to identify and investigate problems. The role requires conducting root cause analysis and identification of suitable solutions for the IT Operations team.  

Areas of responsibility may include but are not limited to

• Conduct trend analysis of series data, both systematically and manually to determine common occurrences and recurring issues 
• Log problems on the problems register 
• Determine the impact of a problem by determining severity, frequency and cost 
• Using impact assessments to determine priority of a problem relative to other problems and business activities 
• Provide updates to the IT Operations Manager 
• Determine the absolute cause of the problem by various means, including, but not limited to recreating the issues in a test environment, reviewing system design, asking relevant questions to stakeholders 
• Identify interim and long-term solutions, taking into account cost effectiveness & ease of implementation 
• Review a business/technical specification prior to development and identify any potential problems that could be created with the proposed solution 
• Identify any missed requirements that would lead to future problems 
• Document and present the Problem Reports related to identified problems 
• Provide assessments of risks, impacts, severity, possible alternative solutions, status of investigation and recommendations 
• Produce project management reports per team (monthly) giving area-specific analysis of all problems 
• Participate in internal forums such as Support Services Work Group and lead workstreams, to contribute to the methodology and standards 
• Ensure that knowledge acquired in the Release process is shared within the larger Support community

Personal attributes and skills

• Self-starter who takes ownership, is accountable, and is able to work with minimal supervision.
• Excellent communicator who follows and leads interchangeably
• Results oriented with the ability to work under pressure and juggle multiple concurrent projects with changing priorities and deadlines 
• Strong stakeholder management skills 
• Adherence to risk management rules and procedures
• Able to deal with complexity and migrate between detailed and high-level requirements
• Ability to manage stress
• Excellent written and verbal communication skills

Education and Experience

Education:

• Matric (Essential)
• ITIL V3/4 Certification (Essential)

Minimum Experience:   

• Minimum of 2+ years’ Problem Analysis experience  
• Strong statistical analysis and reporting 
• Experience in problem solving and Root Cause Analysis