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Problem Management Analyst

Date Posted: Jan 29, 2018

Location: Cary, NC, US, 27513

Company: MetLife

Job Location: Cary, NC


Role Value Proposition: 

The role of the Problem Analyst is to deliver effective problem management for the organization’s technology platform, resulting in the provision of stable and robust services to support business applications and: “To prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.”  (ITIL v3 Service Operation, 2007, p59). Key duties include coordinating the life cycle of problems from problem identification, through root cause analysis, to the completion of associated remediation tasks of problems resulting from incidents in the production, interfacing with other production management work streams (incident, capacity, event, change) to highlight problems and initiate remediation activities and identifying incident trends in production and initiate and manage proactive projects to prevent problems from occurring.


Key Responsibilities:

  • Prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
  • Coordinate the full lifecycle of the  Problem Management Process
  • Coordinate Root Cause Analysis activities to successfully identify root causes of problems
  • Perform analyses to highlight potential weaknesses and make recommendations for improvement
  • Track the implementation of problem resolution tasks
  • Work with Technical Teams, Incident Management & Change Management in resourcing appropriate skills and information for effective problem investigation and resolution
  • Escalate high priority and major problems not resolved within defined timeframe to team leaders and/or Head of Problem Management
  • Ensure continuous improvement of platform 
  • Actively monitor processes, tools and data quality to ensure consistency across PM
  • Identify problem trends and known error conditions and driving towards a permanent solution or a business accepted workaround
  • Perform trend analysis and pinpoint potential high-risk areas, and initiate resolution activities based on statistical data provided by Problem Analysts, the Incident Management Team or PM Tools


Essential Business Experience and Technical Skills:


  • Creative problem solving – following an issue through to its logical conclusion
  • Analytic/diagnostic skills and attention to detail
  • Strong communications skills with high level of customer awareness
  • 1+ year of problem Management experience
  • Ability to interact successfully with a global team in multiple time zones
  • Working knowledge of incident tracking tools (e.g. ServiceNow)
  • Technical education (e.g. engineer, programmer, technician) – desirable
  • ITIL v3 or later Foundation certification


  • Bachelor’s degree with major in related field

Business Category

Global Infrastructure Technology Operations


Number of Openings



At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.



MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

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Requisition #: 93414 

Nearest Major Market: Raleigh