Problem Management Specialist

Problem Management

• Carry out regular trend analysis incident data sets to identify errors.
• Manage the full life cycle of problem records.
• Deliver double digit reductions to incident volumes for supported accounts.
• Use ITOA tools to understand actual user experience.
• Maintain known error records and knowledge base.
• Assist with shift left opportunity identification.
• Maintain problem records and tracker
• Chair weekly problem management calls.
• Drive efforts to ensure no major incident recurrence.
• Provide monthly problem management reports to Service Delivery.
• Document and communicate technical recommendations with supporting cost/benefit analysis.
• Maintain required touchpoints with other ITIL functions such as Change Management, Knowledge Management etc.
• Author Major Incident Reports for internal and external distribution
• Build close partnership with service desk and resolver teams to drive process improvements
• Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with Change Enablement, incident management, and configuration management etc.

Skills/Experience

• Excellent verbal and written communications with proven report writing skills.
• Ability to adhere to governance standards and processes.
• Strong interpersonal and relationship building skills. You must be able to work as part of a team.
• IT knowledge (broad rather than deep) of IT systems and technology.
• Data analysis experience and structured approach to problem solving.
• Strong Excel skills including pivot tables and experience using other Microsoft Office applications.
• Proven customer support experience in a large global IT service support environment.
• Experience with ServiceNow or another ITSM tool preferred.
• An understanding of Service Level Agreements and their application.
• Experience and understanding of ITIL process areas.
• Excellent customer service skills and an ability to listen and understand the customer s requirements.
• Experience of working with technical staff and 3rd parties.
• Previous experience working with senior client stakeholders (director or C-level).
• Ability to multi-task and priorities effectively.
• Willingness to travel and a flexible approach to working hours.

Qualification/Certification requirements

• 3+ years experience in Problem Management
• ITIL certification preferred
• IT or Business degree preferred