Problem Management Analyst

At ATB, we exist to make it possible for our clients, team members and communities. Our purpose is more than aspirational. It's a real commitment we live every day through our values (what we call the ATB ID). Life at ATB is about more than work. In fact, we’re consistently recognized as one of Canada's top employers thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team members: Impact in action: No matter where you are in the organization, you're empowered to make an impact in the lives of our clients and communities. Thrive together: We want you—the unique, authentic you—to feel safe and celebrated at work. We're on a continuous journey to build the most flexible and inclusive programs. Ready for tomorrow: We want to enable your success through interesting and challenging work, performance enablement, and learning and development. ## About the Role This position operates with a hybrid work arrangement. Please note that this is subject to change due to business priorities. As the next Problem Management Analyst in the IT Service Delivery team, you’ll play a critical role in IT Service Delivery, responsible for managing the resolution of incidents, driving root cause analysis, and coordinating reporting across a large-scale, multi-platform operation. You will work closely with technical and business teams to investigate complex issues and document long-term solutions, supporting ATB's high-performance, high-care culture. ## Accountabilities * Identify, categorize, and log problem tickets, while maintaining the Known Error Database. * Prioritize, diagnose, escalate, and troubleshoot problems to determine the root cause through detailed investigation. * Serve as an escalation point for high-priority problems, working alongside support teams. * Manage the reporting (monthly, quarterly and yearly) and coordination of maintenance activity. * Use analytical and reporting methods to identify trends and underlying issues in service performance. * Assess the performance of incident and problem management, including monitoring the effectiveness of ticket quality. * Develop improvement recommendations and identify opportunities for documentation and procedures to prevent future incidents on root cause analysis calls. * Communicate with technical (internal/external) and business teams to coordinate work activities, exchange information, and resolve issues. * Ensure that Service Desk and Technical support teams consistently follow defined processes. ## Skills, Experience & Requirements Technical Experience * 3+ years of experience in IT operations, specializing in the Incident, Problem, and Change Management lifecycles. * Proficient in ServiceNow modules, including Performance Analytics and custom reporting to drive operational insights. * Strong foundational knowledge of service development and management industry standards and operational best practices. Core Competencies * Strong organizational skills with a proven ability to multi-task and act decisively in high-pressure, high-urgency environments. * Logical reasoning skills used to challenge misaligned information and facilitate lead Root Cause Analysis (RCA) or Major Incident Reviews (MIR). * High-level written, verbal, and collaboration skills, with a focus on building and maintaining stakeholder relationships. * Demonstrated ability to learn rapidly and adapt within agile workstreams. * Ability to learn and develop quickly in an agile environment. Preferred Qualifications * ITIL Foundation Certification * Post-secondary education in Finance or Technology (preferred) Don’t meet all the requirements on the list? A resume only goes so far in expressing who you are and the unique perspectives you bring. If you believe your skills and experience align with the role—but you might not check all the boxes—we want to hear from you. We encourage candidates from all work backgrounds, equity-seeking communities and experience levels to apply. If you’re seeking a career where your drive, perspective and growth are celebrated, we want to hear from you. We’re dedicated to building a workforce reflective of those within our communities, and a culture where our team members are equipped with what they need to succeed—their way. Part of creating an inclusive workplace is recognizing our role in advancing Truth and Reconciliation. We are committed to meeting and exceeding the standards set out in the Partnership Accreditation in Indigenous Relations program created by the Canadian Council for Aboriginal Business. What happens next? If you are shortlisted, you’ll hear from us after the posting closes. Check out our How We Hire page to learn more about our hiring process. If you need any accommodations throughout this process, please let us know at talentteam@atb.com Stay in touch We’re excited that you’re interested in a career with ATB. Follow us on LinkedIn, Facebook and Instagram to learn more about what our team is up to.