Problem Management Process ManagerThe Problem Management Process Manager will provide the IT organization with oversight and guidance support of the associated end to end hardware asset processes. This will be accomplished by working with the ITSM Manager, the Problem Management Process Owner, and IT stakeholders to implement and manage best practices, process, standards, and policy. The Problem Management Process Manager has an advanced understanding of Problem Processes as well as the methodologies and techniques needed to guide an organization to the successful attainment of key KPIs and overarching goals of IT Operations.
This position will assist in the architecting of strategic priorities, business aligned processes, and Problem Management / ITSM initiatives acting as the advocate for process and customer experience integrity, as well as the establishment of process best practices, standards, policy, and enabling proper data gathering and validating methods. The results will enable the enterprise to meet or exceed goals and metrics for various business and IT strategies.QualificationsProcess Manager: Establish integrated and systematic processes in support of related Problem Management processes. Develop the organization's expertise in the Problem Management processes and methods.
Plan, manage, and coordinate the full lifecycle in a high interoperability IT environment. Empower stakeholders to utilize and leverage the problem processes.Maintenance: Provides technical support and problem resolution for customer inquiries regarding the new and existing data analytics, policy, process, standards, and best practices related to Problem Management.Communication: Develops partnerships with the consumers of the data analytics to understand business needs. Trains on provided reports and dashboards, policy, process, standards, and best practices.Minimum Formal Education Required for this Position:Bachelor's Degree in Computer Science, Data Analytics, Business Management, Accounting, Finance, Process Improvement or similar field of study, or equivalent job experience.Minimum Work Experience:4+ years' combined experience in Problem Management Support or Leadership Role in an IT operations, managed services, or service delivery environment.Technical or Specialized Knowledge/Skills:Problem Manager and Support duties and roles within an ITSM environmentPreferred ServiceNow or other ITSM tool experienceAdvanced Understanding of ITIL and ITSM fundamentals with an expertise in the assigned process.Experience with implementing and Managing ITSM or ITIL processes.Experience with continuous improvement methods.Experience with developing and delivering training on systems, process, standards, and policy.Understanding of IT organizations especially service desk or service delivery.Other skills: Must be comfortable working in highly collaborative environments.
Must be able to conduct presentations in group settings in a professional and courteous manner. Must be able to learn new and emerging concepts very quickly.Certifications Required:Information Technology Infrastructure Library (ITIL) 3 or 4 Certification preferred, or equivalent experience.