Edtech.com's Summary

Western Governors University is hiring a Problem Analyst. The role coordinates the response to highly complex technical support issues affecting the university's student- and staff-facing tools, creating and managing major and minor incidents and the problem records that follow them. The analyst serves as a technical expert for the team and may support the university's change management process, including its Change Advisory Board.

Highlights

Evaluate escalations from support teams, engineers, and staff that arrive through Teams, email, and OpsGenie alerts, using the Severity Matrix to decide whether to open a major or minor incident, and reject proposals that don't meet the criteria with documented reasoning.
Create and maintain problem records once an incident closes, and run the Problem Meetings, Known Error meetings, and Director's Council meetings that follow.
Serve as the primary contact for major and minor incidents and problem records, working with Ed Tech teams, business stakeholders, and executive leadership, and follow up on active issues until they are resolved in order of urgency.
Assist with the university's change management process when called on, including its Change Advisory Board, and apply an understanding of change and release management.
Bachelor's degree in Computer Information Systems, Computer Science, or a related field (relevant experience can substitute for education), plus at least one year of incident management escalation experience.
Basic knowledge of Salesforce, single sign-on systems, Active Directory, Microsoft Office 365, Google Apps administration, OnBase, Oracle, and SQL, along with ServiceNow experience and familiarity with reporting.
Preferred: two years as an IC2 Incident Manager on a service desk or similar ticket management process, and certifications such as ITIL Foundation, CompTIA A+ or Network+, Linux+, or AWS Certified Cloud Practitioner.
Salary range of $81,300 to $121,900.
Occasional travel of up to 20%, including one or two company summits a year.

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

Job DescriptionThe Problem Analyst is responsible for the coordination of resolution of highly technical support issues for our student and staff facing products and tools. They create and manage major and minor incidents resulting from both students and staff reporting technical issues within the university or 3rd party platforms that the university utilizes. Additionally, Problem Analysts create and manage problem records resulting from major and minor incidents. This position is considered a technical expert on the team and will be utilized on highly complex and extensive issue resolution. This position also may be called on to assist the change management process inside the University and an understanding of the Change Advisory Board process is critical. The Problem Analyst will have technical understanding of up to junior level administration of internal applications and systems inside the university. They will model the leadership principles of the university and mentor others on technical expertise and outstanding customer service.

The Problem Analyst coordinates the resolution of highly technical support issues affecting student- and staff-facing products and tools. This includes managing major and minor incidents involving university systems and third-party platforms, as well as creating and managing associated problem records.

This role serves as a technical expert for complex issue resolution and may support the university's change management process, including the Change Advisory Board (CAB). The Problem Analyst is expected to possess junior-level administrative knowledge of internal applications and systems, model university leadership principles, and mentor others in technical expertise and customer service.

Job Duties

Receive and respond to escalations from support teams, engineers, and staff through Teams, email, OpsGenie alerts, and proposed Parent Incidents.
Evaluate reported issues using the Severity Matrix, documenting and creating Major/Minor Incidents and Problem Records as appropriate.
Review and reject incident proposals that do not meet established criteria, providing clear reasoning and documentation.
Create and maintain Problem Records following incident closure, including organizing and facilitating Problem Meetings, Known Error meetings, and Director's Council meetings.
Serve as the primary point of contact for Major/Minor Incidents and Problem Records, building relationships with Ed Tech, business stakeholders, and executive leadership.
Monitor and follow up on active incidents and problems to drive timely resolution based on urgency.
Demonstrate initiative, independent judgment, and effective self-management.
Perform other job-related duties as assigned.

Knowledge, Skills, and Abilities (KSAs)

Ability to independently analyze problems and make decisions with minimal management intervention.
Strong cross-functional collaboration skills, working with individuals and teams across the university.
Ability to anticipate potential obstacles and assess their impact.
Understanding of change and release management processes.
Ability to manage multiple competing priorities in a high-pressure, constantly changing environment.
Strong multitasking skills and ability to handle frequent interruptions.
Commitment to established standards and best practices across multiple technology areas.
Exceptional analytical and data mining skills, including experience with forecasting and trend analysis.
Exceptional written and verbal communication skills, including executive-level correspondence.

Minimum Qualifications

Bachelor's degree in Computer Information Systems, Computer Science, or a related field.
At least 1 year of incident management escalation experience.
Basic knowledge of: Salesforce, Single Sign-On (SSO) Management Systems, Active Directory, Microsoft Office 365, Google Apps Administration, PAM, Scheduling Management Applications, OnBase, Remote Desktop Access Applications, Oracle, and SQL
Experience with ServiceNow and familiarity with reporting.

Education equivalency: Relevant professional experience performing the essential functions of the position may substitute for educational requirements. Generally, one year of relevant experience may substitute for one year of education, at the hiring manager's discretion.

Preferred Qualifications

2 years of experience as an IC2 Incident Manager on a Service Desk or within a similar ticket management process.
Certifications:Linux+AWS Certified Cloud PractitionerCompTIA A+CompTIA Network+ITIL Foundation

Travel Requirements

This position requires occasional travel of up to 20%, including attendance at designated company summits (typically one to two annually). Additional travel may include conferences, visits to company locations, and other business-related events as needed.

Job Description Disclaimer

This job description outlines the primary responsibilities, qualifications, and working conditions of the position. Management reserves the right to modify responsibilities or requirements to meet organizational needs. Additional duties may be assigned as circumstances require.

Position & Application DetailsFull-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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Problem Analyst

Edtech.com's Summary

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