Problem Records Analyst (Technical Writer)

Problem Records Analyst (Technical Writer)

Problem Management & Root Cause Analysis Documentation

Role Type: Problem Records Analyst — Technical Writer

[Full-Time] [Remote]

Salary Range: $50,000 – $60,000/ year

About the Role

The Problem Records Analyst supports enterprise Problem Management and Root Cause Analysis (RCA) activities by developing, maintaining, and refining the formal documentation and records produced throughout an investigation. Working alongside Site Reliability Engineers (SREs), Investigation Coordinators, and technical and business stakeholders, this role transforms complex investigation findings into clear, accurate, structured, and actionable RCA documentation.

The ideal candidate is a strong technical writer who can work confidently with technical subject matter experts to synthesize information from multiple sources and translate complex findings for both technical and non-technical audiences. The role requires sufficient technical fluency to understand investigation discussions, ask clarifying questions, and accurately represent technical findings.

What You’ll Do

Investigation Support & Information Gathering

• Participate throughout Problem and RCA investigations to capture relevant technical, operational, and user impact information.
• Gather, organize, synthesize, and maintain information from investigation meetings, technical findings, incident records, SMEs, documentation, and other sources.
• Partner with SREs and Investigation Coordinators to clarify findings, resolve documentation gaps, and ensure RCA content accurately reflects the investigation and supporting evidence.

RCA Documentation & Technical Writing

• Draft and refine problem statements, root cause narratives, technical and procedural recommendations, corrective actions, and other components of formal RCA documentation.
• Translate complex technical findings into clear, concise, and accurate written content appropriate for technical teams, stakeholders, and leadership audiences.

Leadership Communication & Knowledge Management

• Develop executive summaries, leadership-facing material, and other communications based on completed investigation findings.
• Support identification and documentation of recurring themes, related problem records, known errors, and reusable organizational knowledge.

AI-Assisted Tools

• Use supported AI-assisted tools to support drafting, summarization, content organization, and editorial review, while independently validating outputs for accuracy.

Required Qualifications

• Strong technical writing and editing skills, particularly the ability to convert complex technical information into clear, structured, audience-appropriate documentation.
• Demonstrated ability to synthesize information from multiple sources and contributors into a coherent written product.
• Strong attention to detail and editorial judgment, including accuracy, consistency, clarity, tone, terminology, and completeness.
• Ability to identify documentation gaps, inconsistencies, ambiguous statements, or areas requiring clarification, and work with appropriate SMEs to resolve them.
• Strong organizational and information management skills, including maintaining structured records and traceability across related information.
• Must be a U.S. Citizen.

Preferred Qualifications

• Experience with technical documentation, RCAs, ITSM/Problem Management records, knowledge management, incident documentation, or similar work.
• Familiarity with ITSM platforms such as ServiceNow, and with structured data standards, taxonomies, or knowledge management practices.

Benefits

• 401(k)
• 401(k) matching
• Flexible schedule
• Paid time off
• Retirement plan

Work Location: [Remote]

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Flexible schedule
• Paid time off
• Retirement plan

Work Location: Remote