SPS Problem Resolution Analyst

Job description

Job Description: The Role The Problem Resolution Analyst provides business support for client and participant issues. You will act as an escalation point and subject matter expert for time sensitive technology issues; as well as take ownership for initial triage, prioritization, and communication efforts for problems facing our clients and internal associates. You will be responsible for engaging teams and SMEs across the organization to assess impact, to support mitigation, to develop a communication plan, to facilitation issue resolution and to track items for trend analysis. The Problem Resolution Analyst represents the SPS business with broader technology teams when discussing impact and prioritization of incidents. The analyst will also manage some production validation testing with the technology and product teams. The Expertise and Skills You Bring - Monitoring input of issues through incident ticket entry tools. Meet with technology team to prioritize business priorities and escalate certain issues. - Performing some analysis of issues / errors surfaced through the ticket process. Analysis includes (but is not limited to) identifying impacted applications, systems/tools, cl...