Vacancy expired!
- Competitive compensation, including base pay and annual incentive
- Comprehensive health and life insurance and well-being benefits, based on location
- Retirement benefits
- Paid Time Off and other leave of absence
- Flexible/Hybrid Work Arrangements
- Assist in identifying repeat incidents
- Facilitate daily standups to review analysis and identify themes and action plans to permanently resolve issues and prevent reoccurrence
- Use performance metrics to supervise the effectiveness and efficiency of Problem Management
- Leverage Excel, PowerBI or other analytics tools to complete in-depth analysis of historical records
- Demonstrate analysis to build trends which will be presented to senior IT Management
- Participate in Post Mortem meetings to help drive identification of Lessons Learned and use Problem Management techniques to identify root cause
- Collaborate with other ITSM Process areas to drive Continuous Service Improvement (CSI)
- Work with Operations and the Business to ensure root cause and action plans are well understood
- Continually improve Problem Management process to ensure standard methodologies
- Give to the improvement of ServiceNow Problem Management module to streamline Problem Management process
- Supply to the design of appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis
- Align risk and control processes into day to day responsibilities to supervise and mitigate risk; raises appropriately
- Knowledge and understanding of ServiceNow ITSM modules
- Minimum of 5 years' experience performing Incident / Problem Management
- Strong data analysis skills and experience working with Excel, PowerBI or other analysis tools
- Experience initiating Continuous Improvement Projects
- Experience with facilitating root cause analysis across the breath of technologies within Enterprise Infrastructure
- Bachelor's degree preferred or equivalent experience
Vacancy expired!