Problem Management Analyst


Federal Reserve Bank of Kansas City The Problem Management Analyst role is responsible for developing, implementing, enhancing, and ensuring compliance for the Problem Management policies, procedures, processes and standards.

Key Activities:

  • Performs and/or leads proactive Problem Management activities and analysis, such as reviewing metric reports or analyzing service desk issues for tends, performing research and/or investigations, determining if issues should be classified as problems, and providing actionable feedback on possible service improvements.

  • Utilizes ITIL best practices as a basis for continuous process improvement.

  • Monitors efficiency and effectiveness of ITIL processes to identify gaps and recommend, document, communicate, and implement changes to existing policies, procedures, and processes to improve staff effectiveness.

  • Evaluates and analyzes technical issues and makes decisions regarding technical solutions and recommendations in accordance with customer requirements and National IT standards and policies.


  • Typically requires 3-6 years of relevant experience.

  • Bachelor’s degree specializing in computer science, information systems, business or a closely related field, or equivalent combination of education and/or experience.

  • ITIL certification preferred.

  • Intermediate understanding of subject.

  • Incumbent must be fully vaccinated against COVID-19, unless the Bank grants an accommodation based on a medical condition or sincerely held religious belief.

This position has additional screening requirements due to the information accessed while performing the job.  These additional screenings would be initiated at the time of offer acceptance and can take up to a couple of months to be completed.  You can begin work before the screening is completed; however, continued employment is contingent on acceptable screening results.  The areas screened include, education/employment verification, criminal history, credit history, and reference checks.

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Full Time / Part Time

Full time

Regular / Temporary


Job Exempt (Yes / No)


Job Category

Information Technology

Work Shift

First (United States of America)

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

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Full time
Kansas City, MO 64101, US