Our client, a IT Services and Consulting company, is looking for a Problem Management Analyst (ITIL | ServiceNow Reporting | Power BI | Tableau) for their Charlotte, NC location. Responsibilities:


+ Perform thematic analysis across incidents, outages, defects, service disruptions, and operational events to identify recurring patterns, systemic breakdowns, and emerging risk themes.

+ Develop and maintain metrics, dashboards, scorecards, and executive reporting that measure problem volume, aging, repeat incidents, root cause themes, remediation progress, and service impact.

+ Analyze structured and unstructured operational data to uncover trends that inform service improvement, stability efforts, and risk reduction.

+ Partner with engineering, production support, infrastructure, service management, and risk stakeholders to ensure problem records are actionable, root causes are understood, and corrective actions are tracked to completion. ...