Job 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 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.
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 recruiting@wgu.edu.
- Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.