Role Description: This is for a ITIL Problem Manager
Responsibilities:
• Coordinate, standardize, and lead all ITIL problem management activities ensuring root cause and prevention is identified
• Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution
• Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently
• Coordinate, convene and facilitate P1 & P2 problem review meetings
• Conduct Post-Implementation Reviews (PIR) for continuous improvement
• Ensure the problems progress through the Problem Management process in a timely and prioritized fashion
• Ensure that the problem management information reflects accurate errors and is complete
• Manage and maintain ServiceNow Knowledge Base Articles about known errors and workarounds
• Prepare statistics, KPI and trend reports for use in the problem management process. Identify problems through the review and focus on optimizing processes.
• Attend Enterprise CAB Awareness Meetings
Qualifications:
• BS/BA degree in Business, Information Systems or Computer Science or related discipline and/or a minimum of 3-5 years related work experience
• Strong analytical skills
• ServiceNow experience
• Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving team environment
• Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels
• Able to manage relationships with peers and managers as it relates to support and services
• Ability to navigate complexity and create collaborative, cross-functional solutions
• Strong communication, presentation, and relationship management skills
• High degree of organizational skills
Education/Certification/License:
• ITIL knowledge or certification