Western Governors University
Problem Analyst
ITIL
Salesforce
SQL
Edtech.com's Summary
WGU Corporation is hiring a Problem Analyst. The role involves coordinating and managing major and minor technical incidents, serving as the primary contact for incident resolution, and collaborating with technical and business teams to drive long-term solutions. The analyst will ensure system stability and continuous improvement to support student and staff experiences.
Highlights
- Coordinate and manage major and minor incidents for timely resolution and clear stakeholder communication
- Act as primary contact during incidents and problem investigations, including with executive stakeholders
- Evaluate issue severity and determine appropriate escalation paths
- Create, document, and manage problem records from incidents
- Facilitate problem review meetings and stakeholder alignment sessions
- Collaborate with technical teams and business stakeholders to identify root causes and drive solutions
- Monitor active incidents and proactively drive resolution progress
- Require bachelor’s degree in Computer Information Systems, Computer Science, or related field or equivalent experience
- Need minimum 1 year of experience in incident management or escalation support
- Must have working knowledge of Salesforce, SSO, Active Directory, Office 365, Google Apps, remote desktop tools, SQL, and ServiceNow
- Bonus points for experience with Banner, Argos, Time Trade, IIQ, and certifications like ITIL Foundations, CompTIA A+, Network+, Linux+, or AWS Certified Practitioner
- Compensation ranges between $81,300 and $121,900, depending on qualifications and experience
- Full-time role eligible for bonuses and comprehensive benefits including medical, dental, vision, retirement savings, and paid leave
- Position requires in-office presence five days per week in Salt Lake City, UT; visa sponsorship not available
Problem Analyst Full Description
If you're passionate about building a better future for individuals, communities, and our country—and you're committed to working hard to play your part in building that future—consider WGU as the next step in your career.
Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.
The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:
Grade: Technical 404Pay Range: $81,300.00 - $121,900.00
Grade: Technical 404Pay Range: $81,300.00 - $121,900.00
Job Description
As a Problem Analyst, you will play a critical role in maintaining the stability and performance of systems that directly support student and staff experiences. You will own the coordination and resolution of complex technical issues across internal and third-party platforms, acting as a trusted expert and single point of contact during high-impact incidents. Your ability to analyze, communicate, and drive resolution will help ensure continuity and continuous improvement across the university's technology ecosystem.
What You'll Do
- Coordinate and manage major and minor incidents, ensuring timely resolution and clear communication across stakeholders
- Serve as the primary point of contact during incidents and problem investigations, including executive-level stakeholders
- Evaluate incoming issues using severity frameworks and determine appropriate escalation paths
- Create, document, and manage problem records resulting from incidents
- Facilitate problem review meetings, known error discussions, and stakeholder alignment sessions
- Partner with technical teams and business stakeholders to identify root cause and drive long-term solutions
- Monitor active incidents and proactively drive progress toward resolution
What You'll Bring
- Bachelor's degree in Computer Information Systems, Computer Science, or a related field
- Minimum of 1 year of experience in incident management, escalation support, or related practice
- Strong problem-solving and logical thinking skills, especially in high-pressure situations
- Proven ability to communicate clearly and effectively across technical and non-technical audiences
- Experience collaborating across multiple teams and functions
- Ability to lead meetings and influence outcomes with senior stakeholders
- Working knowledge of enterprise tools such as Salesforce, SSO, Active Directory, Office 365, Google Apps, remote desktop tools, and SQL
- Experience with ServiceNow
Bonus Points
- Working knowledge of tools such as Banner, Argos, Time Trade, or IIQ
- Relevant certifications such as ITIL Foundations, CompTIA A+, Network+, Linux+, or AWS Certified Practitioner
Experience in Lieu of Education
Equivalent relevant experience performing the essential functions of this job may substitute for education requirements. Generally, one year of experience is considered equivalent to one year of education, at the discretion of the hiring manager.
What to Expect
At WGU, our mission drives everything we do, including how we hire. Our interview experience is designed to give qualified candidates the opportunity to show their best work through meaningful conversations and collaboration.
We thoughtfully review every application and invite forward the candidates whose experience and potential best align with the role and our mission.
We thoughtfully review every application and invite forward the candidates whose experience and potential best align with the role and our mission.
- Introductory call
- Hiring manager interview
Work Location
This is a full-time, in-office position requiring five days per week in our Salt Lake City, UT office, designed to foster the collaboration and connection that fuel our best work.
Visa Sponsorship
While we welcome applicants from all backgrounds, WGU is not able to provide visa sponsorship for this role.
Position & Application Details
Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.
How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.
Additional Information
Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive.
Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at [email protected].
Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.
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