Role Descriptor: Problem Analyst

The Problem Analyst is a subject matter expert who uses deep technical knowledge and subject matter expertise to discover incident trends, identify problems, and determine the root cause of problems.

Relationships

Performs: Identify Incidents Not Matched to Problems or Known Errors Identify Incident Trends Identify Problem or Service Improvement Opportunity Log Problem Review Architecture and Application Frameworks Review Supplier Information Understand Major Incident	Responsible for:
Additionally Performs:	Modifies: Incident Information Problem Problem Analysis Service Improvement Input

Main Description

Responsibilities

Determining what is required to solve problems and initiating appropriate actions. These actions may include the following:

Identifying the need for a change request to resolve the problem
Creating a workaround
Performing problem determination
Performing root cause analysis
Executing a workaround, if applicable
Executing a resolution, if applicable
Updating the problem reporting system with the root cause, and permanent resolution information
Updating the closure portion of the ticket, ensuring the cause code reflects the actual cause of the problem, and all documentation is complete
Providing effective resolution to the problem in accordance with the priority service level
Installing a permanent fix for the problem
Identifying resolved problems as candidates for inclusion in the Known Error Database

Properties

Multiple Occurrences
Optional
Planned

Key Considerations

Problem analysts typically come from a variety of technical support teams throughout the IT organization. Often, these analysts are not dedicated to the Problem Management process but are "on loan" from another team.