Problem Management Analyst (ITIL | ServiceNow Reporting | Power BI | Tableau)

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.
• Translate technical findings into clear, concise insights tailored to both technical and non-technical audiences, including senior leadership.
• Support continuous improvement efforts that enhance operational discipline, strengthen governance, and improve the quality and usefulness of management reporting.
• Promote a culture of ownership, collaboration, and continuous learning consistent with Truist’s values and teammate experience.

• The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Bachelor’s degree in Information Systems, Computer Science, Business, Engineering, Analytics, or related field, or equivalent education and related training.
• 5+ years of experience in Problem Management, Incident Management, IT Service Management, Technology Operations, or Operational Risk.
• 3+ years of experience in metrics, reporting, analytics, trend analysis, or operational insight generation.
• Demonstrated experience conducting thematic analysis across operational or service-related datasets.
• Experience building and delivering executive reporting, dashboards, KPIs, and performance metrics in a complex enterprise environment.
• Strong ability to synthesize large volumes of operational data into concise findings, actionable recommendations, and management-level insights.
• Proven ability to work across cross-functional teams and influence stakeholders without direct authority.
• Strong written and verbal communication skills with the ability to present complex issues in a simple, business-relevant way.
• Problem Management and ITSM
• Strong knowledge of Problem Management principles, including trend analysis, root cause coordination, corrective action tracking, and governance.
• Solid understanding of ITIL / ITSM disciplines, especially Incident, Problem, Change, and Knowledge Management.
• Experience improving operational stability through proactive identification of recurring issues and systemic breakdowns.
• Ability to identify patterns and themes across incidents, defects, outages, and service interruptions.
• Experience creating repeatable categorization models, issue taxonomies, and trend frameworks.
• Strong investigative mindset with the ability to connect disparate data points into a cohesive operational narrative.
• Metrics, Reporting, and Visualization
• Experience designing and maintaining metrics frameworks, scorecards, dashboards, and leadership reporting.
• Proficiency with tools such as Power BI, Tableau, Excel, ServiceNow Performance Analytics, or similar reporting platforms.
• Strong understanding of KPI development, trend interpretation, and performance measurement.
• Advanced proficiency in Excel, including pivot tables, lookups, formulas, and data summarization techniques.
• Experience working with SQL or other data extraction/querying tools preferred.
• Ability to validate data quality, identify anomalies, and generate insights from large and complex datasets.
• Communication and Collaboration
• Excellent verbal, written, and presentation skills.
• Ability to tailor communication for technical teams, business partners, and senior leadership.
• Strong collaboration and facilitation skills in matrixed environments with multiple stakeholders and priorities.

• Category          Name   Required          Importance       Experience
• BFS      Reporting & Analytics  Yes       1                     
• Information Delivery    Tableau Yes       1                     
• NA       ITIL     Yes       1                     
• Skill_New        Power BI          Yes       1                     

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities