IT Business Analyst - Problem Management

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Job Title:  IT Business Analyst - Problem Management

Work Place Flexibility: Hybrid 

Legal Entity:  Entergy Services, LLC  

*** This role will be filled as an IT Business Analyst, Sr. ***

***The preferred location is New Orleans, LA. Other locations within the service territory may be considered***

Job Summary/Purpose:

The Operational Governance and Execution department is seeking a highly motivated and analytically driven individual to coordinate the IT Problem Management, Human Performance improvement programs. Embedded within the IT OpEx Department, this role unifies IT Problem Management discipline with the IT Human Performance optimization program and elevates the operational efficiencies of the broader IT organization. The ideal candidate will be a process-oriented, data-driven, critical-thinking individual that is able to leverage AI-powered tools and intelligent automation to accelerate insights, reduce manual effort, and embed intelligence into operational workflows. The role requires active communication with IT leadership and provides key insights into operational health of IT systems, in addition to collaborating with IT Service Delivery teams in completing causal analysis for critical incidents and developing plans that seek permanent resolutions.

Job Duties/Responsibilities

Coordinate and drive the IT Problem Management process and its execution aligned to ITIL standards, (i.e., from detection and root cause analysis (RCA) to knowledge capture and formal closure) across IT Service Delivery areas.

Facilitate structured RCA / problem-solving sessions using 5-Whys, fishbone diagrams, and value stream mapping to address systemic IT inefficiencies.

Leverage AI-powered techniques (e.g., ServiceNow AI, Copilot etc.) for predictive incident detection, automated ticket classification, and intelligent problem correlation.

Prepare and present reports on incident trends, problem management insights, and system performance to IT leadership.

Provide input into the existing error knowledgebase and assist in maintenance of a process / tool improvement backlog for IT Service delivery teams

Collaborate with IT Service delivery teams in identifying and piloting AI automation opportunities to reduce manual operational responses (e.g., alert noise reduction, self-healing solutions)

Author and maintain IT Problem and Human performance management processes

Identify, track and report human performance errors contributing to unplanned incidents, providing recommendations for improvement.

Maintain knowledgebase of IT Human Performance improvement opportunities and socialize with IT Service Delivery teams to help maintain high operational efficiencies.

Maintain documentation of problem resolutions, corrective actions, and lessons learned.

Apply human performance improvement (HPI) principles to post-incident reviews — ensuring blameless, learning-oriented outcomes

Investigate recurring system and / or latent organizational deficiencies that could be leading to issues. Provide critical reviews of documented root cause analysis (RCA) to ensure valid and complete details are documented.

Utilize ITSM tools to track and manage incidents and problem tickets effectively.

Collaborate with IT OpEx leadership to align department performance activities with broader organizational KPIs and strategic priorities

Minimum Requirements:

Bachelor’s degree in Computer Science, Information Technology, or a related field.

5+ years of experience in IT problem and incident management.

Utility experience with Human Performance tools and controls.

ITIL v4 certifications are highly recommended

Demonstrated experience leading process improvement initiatives using Lean, Six Sigma (Green Belt or higher), or Agile frameworks is recommended

Practical experience using AI productivity tools (e.g., Microsoft Copilot, ChatGPT, Gemini) to improve documentation, reporting, and analysis workflows

Strong data analysis and reporting skills; ability to build and maintain operational dashboards and KPI scorecards

Excellent facilitation, written communication, and executive presentation skills

Minimum knowledge, skills, and abilities required of the position

Bachelor’s degree in Information Technology, Computer Science, or a related field.

Proven experience in IT problem and incident management.

Strong analytical skills with the ability to interpret and present complex data.

Experience in root cause analysis (RCA) and IT service management frameworks (e.g., ITIL).

Proficiency in using ITSM tools (e.g., ServiceNow, Jira, Remedy).

Excellent communication and presentation skills.

Strong attention to detail and problem-solving abilities.

Ability to work collaboratively across teams and with leadership.

Any certificates, licenses, etc. required of the position

Applicable certifications for Incident and Problem Management are a plus

#LI-DG1 #LI-HYBRID

Primary Location: Louisiana - New Orleans Louisiana : New Orleans  

Job Function : Corporate

FLSA Status : Professional  

Relocation Option:

Union description/code : NON BARGAINING UNIT  

Number of Openings : 1

Req ID: 124920

Travel Percentage : Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEO page, or see statements below.

EEO Statement:  The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility:  Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click  here  and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities:  As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Know Your Rights: Workplace Discrimination is Illegal

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment.  Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:

As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.