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Entergy IT Business Analyst Sr - Problem Management / Corrective Action Program (CAP) in New Orleans, Louisiana

Date: Oct 12, 2020

Location: New Orleans, Louisiana, United States

Company: Entergy

This position may be filled in either New Orleans, LA (preferred) or The Woodlands, TX.

Job Summary/Purpose

The primary responsibilities of the IT Problem Management Oversight role are to monitor and oversee the IT Problem Management process and the workflow in ServiceNow (which is our computer system that automates the Problem Management process workflow, as well as other Information Technology Infrastructure Library (ITIL) process workflows such as Incident Management, Major Incident Management, Change Management, Service Request Management, etc.). It includes the typical overseeing responsibilities such as ensuring employees and contractors are following the process, providing training/orientation/coaching on the process, and ensuring quality outputs from the process (e.g., looking for quality Root Cause Analysis, Causes and Contributing Factors, and Corrective/Preventive Actions). This role will also support the IT Corrective Action Program (CAP) Team and process in focus areas such as the performance and/or support of IT Causal Determinations (Cause Analyses), Human Performance Error Reviews, Self-Assessments, particularly as part of effectiveness reviews and monthly / quarterly analyses, tracking and trending, and other related CAP performance improvement activities.

Job Duties/Responsibilities

  • Oversees the IT Problem Management process and the workflow in ServiceNow ensuring employees and contractors are following and properly trained on the process.

  • Prepares for and facilitates the latter part of Problem Screening meetings where Root Cause Analysis Problem Tasks (RCA PTASKs) are presented to the RCA PTASK Review Board (Board) for review and final approval/closure. Fulfills the role of Chairperson of the RCA PTASK Review Board.

  • Approves/closes RCA PTASKs on behalf of the Board, documenting the Board attendees and notes before closing each RCA PTASK.

  • Cancels PRBs to Condition Reports or other PRBs when applicable.

  • Assists the Problem Management Administration Team (PMAT) in maintaining the Problem Management dashboard (PMAT is responsible for facilitating the Problem Screening meeting).

  • Performs Closure Review of Problems (PRBs) in Resolved state.

  • Sends weekly emails of Overdue RCA PTASKs, and Overdue non-RCA PTASKs.

  • Checks on status of PTASKs assigned to Entergy, and status of PTASKs waiting Entergy PRB RM approval.

  • Secondary role is supporting the IT CAP Team and process in administering, executing and maintaining the IT Corrective Action Program (CAP) to Entergy fleet and regulatory standards, and ensuring compliance with affected procedures.

Minimum education required of the position:

Bachelor’s degree in IT, Engineering, technical field, other related discipline / field, or equivalent work experience.

Minimum experience required of the position:

6+ years

  • Broad working knowledge and background of IT Enterprise and Solution Architectures and delivery methodologies including applications, infrastructure, integration, security, real-time/operational technologies, etc.

3-5 years

  • Leadership experience (leading and engaging teams with a challenging and questioning attitude to drive successful and timely completion of quality root cause analyses, and sound and robust corrective actions that will prevent recurrence of the identified issue);

  • Performing Causal Determinations / RCAs in a compliance regulated environment;

  • Acting as a resource for colleagues with less experience in RCA techniques and processes;

  • Using best practices and knowledge of internal or external business issues to improve products or services;

  • Solving complex problems; takes a new perspective using existing solutions;

  • Working independently, receives minimal guidance.

Minimum knowledge, skills and abilities required of the position

Specific knowledge, skills and abilities (KSAs) are included above in minimum experience required of the position. Also should have KSAs in the following general areas:

  • ITIL Problem Management

  • ITIL Incident / Major Incident Management

  • ITIL Service Request Management

  • Industry Corrective Action Programs, including Tracking and Trending

  • Organizational and Configuration Change Management

  • Project Management

  • Contract Management

  • Causal Analyses

  • Human Performance Practices

  • Assessments

  • Industry Operating Experience, and Lessons Learned

  • Regulatory Compliance (i.e., NERC / CIP, NRC, etc.)

  • IT Technical background

  • Risk Management

  • Service Level Agreements

Any certificates, licenses, etc., required for the position:

ITIL Foundations preferred. Cause Analysis, Decision & Risk Management, Human Performance, Agile (Scrum Master), and / or Assessment / Audit training or certifications a plus.


Primary Location: Louisiana-New Orleans

Job Function :Information Technology

FLSA Status :Professional

Relocation Option: No Relocation Offered

Union description/code :NON BARGAINING UNIT-NBU

Number of Openings :1

Req ID: 100544

Travel Percentage :Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the full statement.


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.

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