We are seeking a dedicated and detail-oriented Problem Management Analyst to join our team. The ideal candidate will have hands-on experience in a fast-paced enterprise environment and possess a strong understanding of ITIL principles. This role is crucial for analyzing incidents, determining root causes, and implementing process improvements to enhance operational efficiency. Key Responsibilities: • Analyze incident details to identify patterns and trends that may indicate underlying problems. • Conduct root cause analysis to determine the resolution of incidents and prevent recurrence. • Create and deliver comprehensive customer-facing incident documentation, ensuring clarity and accuracy. • Collaborate with subject matter experts to develop and refine processes and procedures that improve efficiencies. • Contribute to the development and implementation of prevention strategies to mitigate future incidents. • Maintain effective communication with stakeholders to provide updates on incident status and resolution efforts. • Ensure adherence to Incident, Problem, and Change Management principles as outlined in ITIL best practices. • Participate in continuous process improvement initiatives to enhance the overall effectiveness of the Problem Management function. Qualifications: • Proven experience in a Problem Management role within a fast-paced enterprise setup. • Strong analytical skills with the ability to conduct thorough root cause analysis. • Excellent communication skills, both verbal and written, with the ability to convey complex information. • ITIL certification is preferred. • Understanding of Incident, Problem, and Change Management principles. • Demonstrated ability to collaborate effectively with cross-functional teams and subject matter experts. • Experience in process improvement methodologies is a plus. Skills: • Strong problem-solving skills and attention to detail. • Ability to work independently and manage multiple priorities in a dynamic environment. • Proficient in using incident management tools and software. • Familiarity with data analysis and reporting tools. It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.