Problem Analyst

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:
 

Grade: Technical 404

Pay Range: $81,300.00 - $121,900.00

Job Description

As a Problem Analyst, you will play a critical role in maintaining the stability and performance of systems that directly support student and staff experiences. You will own the coordination and resolution of complex technical issues across internal and third-party platforms, acting as a trusted expert and single point of contact during high-impact incidents. Your ability to analyze, communicate, and drive resolution will help ensure continuity and continuous improvement across the university’s technology ecosystem.

 

What You’ll Do

• Coordinate and manage major and minor incidents, ensuring timely resolution and clear communication across stakeholders
• Serve as the primary point of contact during incidents and problem investigations, including executive-level stakeholders
• Evaluate incoming issues using severity frameworks and determine appropriate escalation paths
• Create, document, and manage problem records resulting from incidents
• Facilitate problem review meetings, known error discussions, and stakeholder alignment sessions
• Partner with technical teams and business stakeholders to identify root cause and drive long-term solutions
• Monitor active incidents and proactively drive progress toward resolution

What You’ll Bring

• Bachelor’s degree in Computer Information Systems, Computer Science, or a related field
• Minimum of 1 year of experience in incident management, escalation support, or related practice
• Strong problem-solving and logical thinking skills, especially in high-pressure situations
• Proven ability to communicate clearly and effectively across technical and non-technical audiences
• Experience collaborating across multiple teams and functions
• Ability to lead meetings and influence outcomes with senior stakeholders
• Working knowledge of enterprise tools such as Salesforce, SSO, Active Directory, Office 365, Google Apps, remote desktop tools, and SQL
• Experience with ServiceNow

Bonus Points

• Working knowledge of tools such as Banner, Argos, Time Trade, or IIQ
• Relevant certifications such as ITIL Foundations, CompTIA A+, Network+, Linux+, or AWS Certified Practitioner

Experience in Lieu of Education

What to Expect

• Introductory call
• Hiring manager interview

Work Location

Visa Sponsorship

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.