Senior Principal Business Intelligence Analyst

Location US-MA-Burlington
Job ID
Other - Other
Pos. Type
Full Time

Company Overview

At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them.  We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.


Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.


Join our Healthcare team...caring for clinicians the way they care for patients. Beyond words. We create technology that lets clinicians capture and document care quickly and easily so they can focus their attention on their patients.



Job Summary

As a Senior Problem Manager you are accountable for introducing an effective problem management function, ensuring robust policies, processes and procedures are in place to support operations. The Problem Manager will be responsible for shaping and defining this function, taking direct ownership of Problem Management and working with colleagues and key stakeholders throughout the business.



  • Define, document and establish an ITIL based problem management process and facilitate continual process improvement following major incidents and identified critical process gaps.
  • Driving adherence to the problem management process across operations, support, R&D, installations, and engineering.
  • Proactively discover and permanently remove problems before they impact services
  • Ensuring that problems are prioritized, progressed and resolved within agreed
  • Work with Incident Management, Technical Operations, R&D and Professional Services teams to determine the root cause of reoccurring incidents by following RCA methodologies
  • Work to ensure RCA Discoveries are complete, and tracked through to resolution.
  • Provide a weekly working team meeting and monthly output meeting for executive leadership to review and redirect problem management efforts
  • Work with financial operations teams to help define the cost of problem remediation in operational and capital resources.
  • Coordinate with relevant teams to drive the closure of problems by ensuring permanent fixes are tested and then implemented into production through change control.
  • Work with Incident Management to identify workarounds and provide information about incident to operations that speed up future resolutions
  • Assist with Root Cause analysis process Maturation by developing a problem management checklist to help identify problems in major incidents.
  • Work on post Incident reviews to identify and document process and service improvement opportunities
  • Coordinate with Incident Manager to help produce comprehensive Reason for Outage reports to senior and exec level management following service outages
  • Producing management information, including KPIs and metrics to demonstrate performance of the Problem Management process
  • Track problems specific to product lines, and shared between product lines to help expose systemic cross-platform problem gaps.
  • Work alongside RemedyForce team to utilize RemedyForce as a mechanism to develop, organize, track, and report on problem management dashboards.
  • Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for secure.


Number of Years of Work Experience: 12+ years’ experience in a complex technology role with with management accountabilities.


Required Skills:

  • Experience working within a matrixed global organization
  • ITIL certified and real-world exposure to incident management, problem management, and change management.
  • Demonstrable experience with different RCA methodologies
  • Experience and aptitude for managing senior and executive level stakeholders under stressful situations
  • Knowledge and experience in multi-platform technology environments.
  • Excellent leadership skills and the ability to lead others in a virtual crisis team.
  • Excellent organizational skills
  • Proven ability to track details and summarize into meaningful analytics and trends
  • First class communication skills both verbal and written
  • Strong reporting and analytical skills of high volume data
  • Ability to use data driven methods to identify trends and execute on continuous improvement
  • Previous exposure to a high transaction, high availability, 24x7 mission critical environment

Preferred Skills:

  • Previous experience with incident management
  • Previous experience with project management

Degree in Computer Science, Information Technology, or Mathematics discipline

Or, The equivalent of 5 or more years work in a problem management or project management role with management accountabilities


Additional Information

Nuance Communication Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster is available here: . If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5000 – Human Resources Department and let us know the nature of your request and your contact information.


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