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Service Improvement Specialist - Problem Management
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Job Description
Responsible for reviewing problem trends and proactively taking actions to identify problems and remove errors for a department or business unit.
PRIMARY RESPONSIBILITY:
Problem Management function for clients IT organization’s based on ITIL framework. Systematic diagnoses and tracking of underlying causes of incidents working closely with Subject Matter Experts (SMEs) in IT. Problem tracking and root cause analyses (RCA). Drives resolution for identified problems working with Change Management, Service Level Management, and Service Portfolio Management.
Interfaces with Service Level Management team to understand business perspective of Problem Management. Develops standards for RCA documentation, communication, and distribution.
Closely interacts with other IT Service Management functions (Change Management, Configuration Management, and Capacity Management) to ensure alignment of Problem Management with overall IT Service Management objectives
RESPONSIBILITIES:
SKILLS REQUIRED:
a. Problem Management Skills
· ITIL certification desired (v2 Practitioner in Problem Management or v3 Expert with a focus on Service Operation)
· Experience with statistical analysis focused on data collection and correlation
b. General Management Skills
c. Interpersonal Skills
· builds relationships with people in many roles, including C-level executives
· enforces standards/process as required, yet applies flexibility as appropriate
· has good interpersonal communication, presentation, negotiation, and conflict management skills
d. Process Improvement Skills
· has participated on improvement teams to define and deploy processes and measurements
· has utilized industry standards or models to guide improvement activities
EDUCATION: Associate’s degree or equivalent combination of education and experience is required. ITIL certification as noted above is desired.
KNOWLEDGE: Uses skills as a seasoned, experienced professional with a full understanding of industry best practices; resolves a wide range of issues in imaginative as well as practical ways.
JOB COMPLEXITY: Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment and logic in selecting methods and techniques for obtaining solutions. Interacts with senior internal and external personnel.
EXPERIENCE: Requires a minimum of 1 years of ITIL based Problem Management related work experience and 4 years of experience in IT.
JOB TITLE: Service Management Specialist
PAYSCALE: Negotiable
TYPE OF POSITION: Full Time. Monday through Friday with hours between 6:00am - 9:00pm (with weekend on call duties). |
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