Systems Analyst - job 11 of 24

As a Systems Analyst in our Ashburn office, you'll be responsible for leading Major Problem Review discussions to identify root causes and developing remediation strategies for high-priority incidents. You'll manage the Problem Management process within ServiceNow, support audits, and ensure compliance with ITSM policies. Additionally, you will collaborate with stakeholders, maintain process documentation, and monitor metrics to drive continuous improvements.

To apply for the Systems Analyst role in Ashburn, candidates should ideally have a bachelor’s degree in IT, Computer Science, or a related field. Experience in problem management, data analysis, and using service management tools like ServiceNow is preferred. Strong communication skills and the ability to work across various teams are also essential for success in this position.

The Problem Management process overseen by the Systems Analyst involves identifying high-priority incidents, leading discussions to find root causes, and implementing remediation actions. The process is documented, tested, and maintained within ServiceNow, ensuring adherence to compliance policies and continuous improvement. This role also requires collaboration with stakeholders to enhance the overall process quality.

As a Systems Analyst in our Ashburn office, you'll enjoy a hybrid work environment allowing flexibility in how you manage your workdays. While some days will be spent collaborating in the office with your team, others can be done remotely. The specific expectation for in-office days will be discussed with your hiring manager to suit both your needs and the company’s collaborative goals.

The Systems Analyst plays a crucial role in supporting internal and external audits by ensuring that the Problem Management processes comply with established ITSM policies and guidelines. This includes maintaining up-to-date documentation, conducting regular reviews, and providing clear incident reporting tailored for various audiences. Your involvement will help fortify our adherence to requirements and drive a culture of compliance within the organization.

Highlight your previous roles where you were involved in problem management, discussing specific processes you followed, tools you utilized (like ServiceNow), and how you drove improvements or compliance in those environments.

Explain your systematic approach to incident analysis, discussing methods such as the '5 Whys' or fishbone diagrams, and emphasize your experience collaborating with stakeholders to ensure comprehensive investigations.

Share your techniques for effective communication and relationship building, including regular check-ins, setting clear expectations, and actively seeking feedback to ensure alignment and trust among team members.

Discuss your familiarity with ITSM frameworks, your approach to documenting processes for audits, and how you keep updated on compliance requirements, ensuring policy adherence across all activities.

Highlight key metrics such as the number of incidents resolved, time to resolution, SLA adherence, and impacts on service quality to demonstrate your understanding of measuring performance within problem management.

Provide a detailed story focusing on your role in facilitating discussions, illustrating how you guided the team to identify root causes, engage participants, and agree on actionable solutions collectively.

Share your commitment to continuous learning through professional organizations, online courses, webinars, or conferences that help you stay updated on best practices and tools in the field.

Discuss specific initiatives you've led to streamline processes, enhance documentation, or improve communication across teams, demonstrating how those changes positively impacted service quality and efficiency.

Explain your organizational skills, prioritization techniques, and use of tools that help track and manage multiple problems effectively without sacrificing quality or timelines.

Discuss your approach to conflict resolution, focusing on tactics like active listening, addressing concerns empathetically, and finding common ground to maintain collaborative relationships despite differing views.