Problem Management Analyst Level 1 at Derivco

About Job

We are trailblazers. We are innovative. We have technology running in our veins. Do we tick your boxes? Do you want to play a part in taking gaming technology to the next level? If yes, we’re looking for you!

This is your opportunity to be part of the leading software house in the online gaming world. In our space, passionate, innovative and incredibly awesome teams create the best technology in the field, and each day is a chance to level up.

Responsibilities:

• Review incidents for our Operators and Internal Clients to ensure tickets are routed correctly and
  addressed in a timely manner.
• Work with the relevant teams to ensure incidents have proper problem statements.
• Apply the main concepts of root cause analysis and the maintenance of known errors and problem records
• Identify people involved within problem management and be able to translate the type of involvement into a RACI matrix.
• Identify different channels of communication and determine their applicability for given scenarios
• Identify and describe the key activities that are contained in the problem management process and communicate these effectively
• Work cross organizationally to ensure problems are solved promptly and effectively.
• Ensure root cause analysis is performed and permanent solutions are implemented.

• Record information about resolved problems to speed up resolution time and identify permanent solutions, reducing number and resolution time of incidents.

In addition, Candidate will:

• Utilize existing dashboards/reports to show progress/performance metrics
• Raise any blockers / delays relating to problem investigation
• Identify and relate reoccurring incidents to current problem investigations

Requirements:

• Min 2 years relevant IT experience
• Business Management, Systems Analysis or equivalent work experience in an Operations role.
• 1-3 years moderate Microsoft Excel skills (Preferred)
• 1-3 years moderate Power BI skills (Preferred)
• 1-3 years’ experience using an industry recognized, ITIL based Problem/Incident/Change ticketing system – (Preferred)
• 1-3 years’ experience in a Business System Analysis, Problem Management and/or Incident Management role. (Required)
• Collaborative, team-oriented style
• A strong bias for action
• Experience in analytical and problem-solving skills
• Ability to work independently exhibiting multitasking and time management skills
• Good communication (oral & written) skills including the ability to translate technical issues/concepts into ways for non-technical staff to understand.
• Work with Problem Manger to lead and motivate all relevant organizational members to resolve issues in a timely manner