What are the responsibilities and job description for the Problem Manager position at Inficare?
Role : Problem Manager
Duration : 6 Months CTH
Location : Dallas, TX (Onsite role, candidate must be local)
Problem Management :
Identify and analyze recurring incidents to detect underlying problems.
Conduct detailed investigations and root cause analysis (RCA) to determine the origin of problems.
Utilize problem management tools and techniques to track and manage problems.
Develop and implement solutions or workarounds to mitigate or resolve problems.
Collaborate with technical teams, developers, and other relevant stakeholders to facilitate problem resolution.
Ensure that problems are resolved effectively and within the agreed-upon timelines.
Document problem records, including root cause analysis, resolution steps, and lessons learned.
Prepare and present reports on problem management activities, including trends, performance metrics, and improvement opportunities.
Maintain accurate and up-to-date records in problem management systems.
Identify opportunities for process improvements in problem management practices.
Participate in post-incident reviews and contribute to the development of preventive measures.
Facilitate knowledge sharing and promote best practices across the organization.
Communicate effectively with stakeholders, including incident managers, service desk staff, and business users, to keep them informed about problem status and resolution progress.
Provide guidance and support to teams involved in problem resolution.
Ensure that problem management activities adhere to organizational policies, standards, and best practices.
Stay informed about industry trends and emerging technologies related to problem management.
Knowledge Management :
Manage and maintain knowledge management systems and tools, ensuring they are up-to-date and user-friendly.
Monitor system performance and user feedback to continuously improve the effectiveness of knowledge management solutions.
Create, review, and update Known Error content, including manuals, guides, and FAQs.
Ensure that content is accurate, relevant, and accessible to users.
Develop metrics and KPIs to measure the effectiveness of knowledge management initiatives.
Analyze performance data and feedback to identify areas for improvement and implement changes as needed.
Collaborate with key stakeholders, including management, subject matter experts, and end-users, to understand knowledge needs and requirements.
Provide guidance and support to teams on best practices for knowledge management.
Change Management :
Ensure that ITSM solutions adhere to best practices, security standards, and governance policies.
Conduct unit testing and support user acceptance testing (UAT).
Implementing a strategy to support adoption of the change management techniques within the business
Stay current with ServiceNow updates, new features, and industry best practices.
Creating change management plans for projects or change initiatives acknowledging all aspects of change - analysis, plan, implementation, communication and other associated change considerations.
Developing change management processes and tools to support the integration and engagement with change management principles.
Preparing impact analyses and evaluation of the actual impact of changes
Analyzing and preparing risk mitigation tactic and processes
Close collaboration with the Projects / Service Managers, technical support, ISAs and vendor groups and to integrate change management activities into the existing project plans
Managing the input and output of the change management reporting systems for projects
Capturing data and defining and measuring success metrics
Identifying opportunities and providing expertise to build resilience to change across the organization
Proven in depth change management experience using a variety of change management methodologies
Managing risks and resolving challenges that impact change scope, quality, and schedules.
Planning change windows and cycles across portfolios, components
Managing relationships working on interrelated processes
Managing, planning, and negotiating change activities
Managing the development of deliverables into production environments
Deployment management of deliverables to the test environment particularly guaranteeing that the external dependent items are available during the test runtime
Major Incident Management :
Leveraging technology to issue all communications and providing key stakeholder management
Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
Matrix management of people, processes and resources including third parties - including resolving conflict to move forward to resolution
Being accountable for resolving the outage via workaround or permanent fix
Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
Supporting and nurturing process improvements and knowledge base improvements
Continually maintaining and developing tools and resources to manage major incidents effectively
Providing periodic major incident metrics reports
Participate in weekly / Monthly on-call rotation
Respond timely to messages from Service Desk to join the Crisis / High Priority Bridge
Facilitate the Crisis / High Priority Bridge Line
Work with the Application / Service Owner or Crisis Coordinator to gather current details and craft messages for updates
Manage communication during the lifecycle of the Crisis (see Communication Guidelines)
Post update messages to the IT Status Page
Text update messages to pre-determined group lists
Ensure timely communication to the community
Filter distractions that would hinder or slow down the efforts of the troubleshooting team
Consult with Executive Leadership (CIO / DCIOs) for decision guidance, as necessary
Resolve Major Incident record
Inform Service Desk and community when resolution is implemented and service is restored
Must Have Skills :
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Proficiency in problem management tools and systems.
Ability to work collaboratively in a fast-paced environment.
Knowledge of ITIL or other IT service management frameworks.
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