Internship: Problem Analyst at FNB South Africa

Key Purpose

The Problem Analyst Intern role will be to assist the Junior and Senior Problem analysts in their day to day operational activities, investigations, reporting and meetings. They be required to learn how the Problem and Incident Discipline operates from the Analysts, understand how they go about their daily duties of query management, assist with data analysis, drive problem\incident investigations and report compilation.

They will assist in the capturing and tracking of all problems within a Service Tool ensuring the complete visibility of problems as well as report back on a regular basis to their mentor on the traction of high priority items to ensure they are receiving the appropriate attention. They will need to be actively involved in facilitation of Major Incidents and assist in the management of high impacting Infrastructure system related issues to ensure they are dealt with swiftly.

Areas of responsibility may include but not limited

• Assist the problem analyst in the investigation and tracking of high impacting events and problems.
• Update Problem and Incident tickets when updates are communicated.
• Assist the Problem Analyst in the Logging of problems on the problem register, determine the impact of a problem (severity, frequency and cost) and prioritise accordingly.
• Track and indicate changes in the data based on proposed and in place solutions as well escalate accordingly where the impact is not reducing or worsening to increase the priority and awareness.

Provide assistance to the problem analyst in the activities of Root Cause Analysis :

• Determine the absolute cause of the problem by various means, including, but not limited to:
• Recreating the issues in a test environment, reviewing system design, asking relevant questions to stakeholders and uncovering process and technical failures.

Problem Solution:

• Identify interim and long term solutions, taking into account cost effectiveness & ease of implementation.
• Review a business/technical specification prior to development and identify any potential problems that could be created with the proposed solution. Identify any missed requirements that would lead to future problems.
• Ensure the business impact is lessened and not worsened by solutions.

Documentation and Reporting:

• Keep track of and document all investigative actions and activities with the investigation of Incidents\Problems in the RCA.
• Present periodic updates on the documentation status of Problem Reports to the Problem Analyst and Problem Manager.
• Assist with data analysis or the compilation of reports under the guidance of the problem analyst where required.
• Escalate issues where necessary to Problem Analysts \ Manager that are not getting the right level of airtime or priority and the level of improvement.

Major Incident Managements

• Provide assistance where required to the Problem analyst by gathering teams to join war rooms\meetings, taking minutes, tracking problems and actions, etc.
• Assist in the compilation of updates to the Problem Analyst who will in turn provide regular updates to stakeholders on the status of the investigations for Major Incidents within predetermined SLAs.
• Assist the problem analyst in the running of post mortem investigations and in the production of RCA reports for affected stakeholders and their respective companies.
• Overtime\Standby may need to be worked based on the resource requirement at the time and providing the analyst meets the necessary requirements to operate effectively. This will be renumerated accordingly and scheduled within the existing rosters.

Personal Attributes And Skills

• Has a keen interest in Technology services and support
• Technical Skills - Statistical analysis and reporting, Problem solving, Root Cause Analysis, Technical Report writing
• Behavioural Skills – Inquisitive, has tenacity, ability to manage stress appropriately, persuasive and has people skills
• Excellent verbal and business writing communication skills
• Appropriately follows instructions
• Works productively and independently in a high-pressure environment
• Upholds ethics and values
• Beneficial - Familiar with ITIL discipline and processes

Qualification Requirements

• Matric / Grade 12 is essential.
• Diploma in Information Technology