Problem Management Analyst

Problem Management Analyst

W2 Contract

Pay Rate: $45 - $55 per hour

Location: Austin, TX - Hybrid Role

Job Summary:

Partner with the Problem Management lead to convert reactive incident data into proactive, systemic improvements across Wallet & Commerce. You'll own the analytical foundation - validating, bucketing, and pattern-spotting across incident and PIR data - so that prevention work gets done at the speed leadership expects.

Duties and Responsibilities:

• Validate, clean, and bucket incidents and PIRs into existing problem sets. Spot patterns are missing from the categorization. Flag mis-categorized records and propose fixes. Your work directly determines whether trend analysis is trustworthy or noise.
• Maintain real-time awareness of incident activity. Surface recurring themes, tooling gaps, and process bottlenecks before they become escalations. Build a backlog of preventive opportunities - the lead will scope and prioritize, you'll execute small-to-medium initiatives end-to-end.
• Refresh and maintain recurring reports, dashboards, and decks, collating various ticketing and data systems. Contribute to new report builds, translating messy multi-source data into clear review-ready narratives. Accuracy is non-negotiable - contribute to decisions based on what you produce.
• Drive DRI syncs, action-item tracking, and knowledge-transfer sessions. Own agendas, follow-ups, and post-meeting documentation. Problem disposition doesn't stall on your watch.
• Organize and progress post-incident corrective actions. Run check-ins, escalate when needed, and ensure CAs actually close - not just get filed.

Requirements and Qualifications:

• EagleVision, Radar, HCL, Confluence, Slack, Webex

Bayside Solutions, Inc. is not able to sponsor any candidates at this time. Additionally, candidates for this position must qualify as a W2 candidate.

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