Problem Manager

Role: Problem Manager Work location: Jersey City, NJ/ Edison, NJ

Job Description:

Skill: Problem Manager

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 a 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 a strong customer focus.
• Ability to use advanced problem-solving techniques to analyze for the 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.