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ATB Financial
Problem Management AnalystATB Financial • Calgary, AB, Canada
Problem Management Analyst

Problem Management Analyst

ATB Financial • Calgary, AB, Canada
5 days ago
Job type
  • Full-time
Job description

About The Role

This position operates with a hybrid work arrangement. Please note that this is subject to change due to business priorities.

As the next Problem Management Analyst in the IT Service Delivery team, you’ll play a critical role in IT Service Delivery, responsible for managing the resolution of incidents, driving root cause analysis, and coordinating reporting across a large-scale, multi-platform operation. You will work closely with technical and business teams to investigate complex issues and document long-term solutions, supporting ATB's high-performance, high-care culture.

Accountabilities

  • Identify, categorize, and log problem tickets, while maintaining the Known Error Database.
  • Prioritize, diagnose, elevate, and troubleshoot problems to determine the root cause through detailed investigation.
  • Serve as an escalation point for high-priority problems, working alongside support teams.
  • Manage the reporting (monthly, quarterly and yearly) and coordination of maintenance activity.
  • Use analytical and reporting methods to identify trends and underlying issues in service performance.
  • Assess the performance of incident and problem management, including monitoring the effectiveness of ticket quality.
  • Develop improvement recommendations and identify opportunities for documentation and procedures to prevent future incidents on root cause analysis calls.
  • Communicate with technical (internal/external) and business teams to coordinate work activities, exchange information, and resolve issues.
  • Ensure that Service Desk and Technical support teams consistently follow defined processes.

Skills, Experience & Requirements

  • 3+ years of experience in IT operations, specializing in the Incident, Problem, and Change Management lifecycles.
  • Proficient in ServiceNow modules, including Performance Analytics and custom reporting to drive operational insights.
  • Strong foundational knowledge of service development and management industry standards and operational best practices.

Core Competencies

  • Strong organizational skills with a proven ability to multi-task and act decisively in high-pressure, high-urgency environments.
  • Logical reasoning skills used to challenge misaligned information and facilitate lead Root Cause Analysis (RCA) or Major Incident Reviews (MIR).
  • High-level written, verbal, and collaboration skills, with a focus on building and maintaining stakeholder relationships.
  • Demonstrated ability to learn rapidly and adapt within agile workstreams.
  • Ability to learn and develop quickly in an agile environment.

Preferred Qualifications

  • ITIL Foundation Certification
  • Post‑secondary education in Finance or Technology (preferred)

We encourage candidates from all work backgrounds, equity‑seeking communities and experience levels to apply.

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Problem Management Analyst • Calgary, AB, Canada

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