What are the responsibilities and job description for the Problem Manager position at PeopleLogic?
Must have skills:
- Clear understanding of ITIL and ITSM.
- Six Sigma or Project Management experience or certification.
- ServiceNow.
Responsibilities:
- In depth knowledge of Problem and/or Incident management philosophies and tools.
- Experience with ServiceNow.
- In-depth understanding of technology environments and organizations.
- Management and coordination of all activities necessary to detect problems that potentially affect the service level by analysis of Incident Management data and supplier / development documentation.
- Contributes to reporting and measures adherence to established KPI.
- Contributes to the improvement of the Problem Management process so that more problems can be analyzed, and corrective actions determined faster.
- Provide comprehensive overview of metrics to assigned groups.
- Assist with the development of quality goals for assigned groups for problem reduction, change quality and quality of implementation.
- Manage or participate in larger projects involving Problem Management.
- Research alerts, problems, and trends in performance to identify improvement opportunities.
- Coordinates and executes process training.
- Prioritize problems to be resolved with the Incident Process Manager.
- Designs and conducts regular audits of problem records for adherence to process standards and quality of documentation.
- Manages reviews/updates of process and procedural documentation.
- Collaborates with support partners to identify Problems with people, process, & technology.
Generic Managerial skills:
- Previous experience as an Incident Manager or Problem Analyst/Manager.
- In-depth understanding of technology environments and organizations.
- Proven ability to communicate directly and diplomatically with strong customer focus.
- Ability to use advanced problem-solving techniques to analyze for true root cause of problems and incidents.
- Effective written and verbal communication skills.
- Ability to make sound decisions based on logical reasoning.
- Ability to work in a stressful & high-volume environment.
