As a Problem Management Specialist, you will be responsible for developing and managing the Problem Management process. Your primary focus will be on identifying the causes of IT incidents and coordinating problem investigations. You will collaborate with technical teams to document causes, track resolutions, and implement preventative measures to ensure the closure and recurrence prevention of incidents. Additionally, you will monitor the success of problem resolutions and leverage insights to continuously improve the effectiveness of the Problem Management process. This role will also involve supporting other IT Service Management (ITSM) processes, including process documentation, continuous improvement, reporting, and future projects.
How you will do it?
Develop and manage the Problem Management process, focusing on identifying the causes of IT incidents.
Coordinate problem investigations, collaborating with technical teams to identify and document causes.
Track problem resolutions, ensuring closure and preventing recurrence of incidents.
Identify potential problems and implement preventative measures.
Monitor problem success and insights to improve the effectiveness of the Problem Management process.
Analyze incidents to identify trends and recurrences, translating insights into actionable problem-solving initiatives.
Own the problem management process, ensuring root causes are addressed, documented, and followed up with corrective and preventive actions.
Conduct/Coordinate timely and high-quality Root Cause Analysis efforts (RCA), ensuring meaningful insights and actionable outcomes.
Collaborate with different IT teams to prioritize and implement solutions to address recurring problems and reduce incident frequency.
Act as the primary point of contact for stakeholders, ensuring regular incident and problem updates and backlog prioritization reviews.
Prepare and present problem management statistics, KPIs, and trends to management regularly.
Use data-driven insights to identify continuous improvement opportunities for processes and system reliability.
Support other ITSM processes by assisting with process documentation, continuous improvement initiatives, reporting, and future projects.
What are we looking for?
Preferred ITIL V4 Certification.
Experience with ServiceNow Problem Management module.
At least 2 years of experience in IT Problem Management and core ITSM/ITIL practices.
In-depth knowledge of ITIL Problem Management methodologies and best practices.
Experience in Release Management, Change Management, and Incident Management is a plus.
Excellent organizational and prioritization skills to manage multiple tasks and deadlines.
Strong interpersonal, analytical, and communication skills.
Ability to build and maintain effective relationships with customers and team members.
Highly motivated, detail-oriented, and capable of thriving in a fast-paced setting.
Strong analytical skills with the ability to identify trends and root causes.
Experience with Root Cause Analysis (RCA) and problem-solving methodologies.
Ability to manage multiple priorities and work effectively in a fast-paced environment
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