TaskUsIT Analyst, Problem Management
About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.
The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.
It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.
What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.
What can you expect in a Problem Analyst role with TaskUs:
The Problem Analyst is responsible for identifying, analyzing, and driving the resolution of recurring incidents and underlying issues within the IT environment. This role focuses on root cause analysis (RCA), trend analysis, and collaboration with cross-functional teams to prevent future incidents and improve service reliability.
Key Responsibilities:
Problem Management
Own and manage problem records from identification through closure.
Conduct thorough Root Cause Analysis (RCA) for P1/P2 and recurring incidents.
Ensure timely updates, documentation, and stakeholder communication.
Track problem progress, risks, and dependencies.
Analysis & Reporting
Perform trend analysis on incidents to identify systemic issues.
Analyze ticket data to identify recurring patterns and high-impact problems.
Prepare and present problem summaries, RCA reports, and performance metrics.
Maintain problem backlog health, aging, and prioritization.
Collaboration & Coordination
Work closely with Incident Management, Change Management, NOC, Engineering, and Operations teams.
Facilitate problem review meetings and RCA sessions.
Coordinate remediation plans and preventive actions with technical owners.
Continuous Improvement
Identify opportunities to improve processes, monitoring, and early detection.
Recommend preventive actions to reduce incident recurrence.
Contribute to post-incident reviews and lessons learned.
Governance & Compliance
Ensure problem records meet quality, documentation, and audit standards.
Support internal and external audits as needed.
Ensure alignment with ITIL and organizational policies.
Key Performance Indicators (KPIs)
Reduction in recurring incidents.
Timeliness and quality of RCA completion.
Problem backlog aging and closure rate.
Effectiveness of preventive actions.
Stakeholder satisfaction and audit readiness.
Required Qualifications:
At least 1 to 3 years of experience in incident and problem analysis.
Solid understanding of IT infrastructure, applications, and networks.
Ability to analyze logs, metrics, and ticket data.
Experience with ITSM tools (e.g., ServiceNow, Jira, Remedy).
Strong understanding of ITIL Problem Management practices.
Experience working with Incident and Change Management processes.
Strong written and verbal communication skills.
Ability to explain technical issues to non-technical stakeholders.
Excellent coordination and stakeholder management skills.
Detail-oriented with strong organizational skills.
With ITIL Foundation or higher certification preferred
With experience supporting enterprise or multi-site environments preferred
With experience in reporting KPIs and service performance metrics preferred
Background in operations, NOC, or service delivery is a plus.
Working Conditions- May require participation in major incident bridges or RCA calls- On-call or after-hours support may be required during critical events.
Education / Certifications:
- Bachelor’s Degree in ECE, Computer Engineering, Computer Science, Information Technology, or any IT / Computer-related course.
Work Location / Work Schedule / Travel:
Work Setup: Work from Home (onsite as needed for meetings/gatherings)
Work Schedule: Monday to Friday, Shifting Schedule
How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.
DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.
We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.