ITIL Problem Manager (Remote)
- Job Title
- ITIL Problem Manager (Remote)
- Job ID
- 27708741
- Work From Home
- Yes
- Location
- Work From Home
- Other Location
- Description
-
Our History:
From our start in 2009, Conexess has established itself in 3 markets, employing nearly 200+ individuals nation-wide. Operating in over 15 states, our client base ranges from Fortune 500/1000 companies to mid-small range companies. For the majority of the mid-small range companies, we are exclusively used due to our outstanding staffing track record.
Who We Are:
Conexess is a full-service staffing firm offering contract, contract-to hire, and direct placements. We have a wide range of recruiting capabilities extending from help desk technicians to CIOs. We are also capable of offering project-based work.
Conexess Group is aiding a large healthcare client in their search for an IT Problem Manager in a remote capacity. This is a long-term opportunity with a competitive compensation package.
Responsibilities:- Participate in a rotation (during business hours) to provide problem intake through the facilitation of managed incident postmortems. Identify and drive stability activity to reduce risk of recurrence.
- Empower resources involved in Problem Management by removing roadblocks and engaging management to facilitate completion of tasks.
- Assisting with appointing and identifying resources to complete Problem tickets and managing the resources assigned to the Problem Management process.
- Have a passion for problem solving – relentlessly driving to root cause on complex issues.
- Liaise with all problem resolution groups to ensure swift resolution of problems within service level targets.
- Arrange, run, document, and coordinate all follow-up activities relating to major problem reviews. Manage open Problems as projects.
- Establish rapport and collaborative relationship with the service managers and production support leads and develop high level familiarity with the applications and services.
- Comfort with interfacing with senior management level, including presenting critical problems at daily and weekly reviews with senior management.
- Ensure data accuracy and currency for Problem tickets. Develop deep understanding of the data including trends and themes. Provide recommendations on actions to address identified themes.
- Develop technical and organizational agility and acuity to assist with the completion of problem tasks and handling any escalations as necessary.
- 2-4 years of progressive hands-on ITIL experience
- 1-2 years as an IT Service Management SME in either Incident, Problem, Risk or Change Management
- Experience with project management and agile methodologies
- Demonstrated ability and experience in providing cross-organizational managerial leadership
- Demonstrated ability and experience in understanding drivers to business event readiness (eg, 1/1 Readiness)
- General knowledge or previous experience with technical support in one or more application or infrastructure areas strongly preferred
- Strong facilitation skills to enable quicker root cause identification and elimination by the resources involved in the Problem Management process from postmortem through problem closure
- Influencing and negotiating skills to facilitate task assignment and completion to eliminate risk
- Familiarity with IT process management and reporting tools such as ServiceNow
- Comfortable with Microsoft Office applications: Word, Excel, PowerPoint, SharePoint, Outlook
- BA/BS degree in Computer Science or related degree strongly preferred
- ITIL Foundations certification preferred
- Project management certification desirable
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