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Position Details: IT Problem Manager IV - 16380

Location: Sugar Land, Texas
Openings: 1
Job Number:

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Description:

Essential Job Responsibilities: 

• The role interacts with associates and leaders from across the enterprise. 

• The problem manager is responsible for the coordination and documentation of problem investigations contained as part of the Problem Management process. 
• The problem manager is responsible for the coordination and documentation of the incident management process to include managing ongoing incident resolution and governing the overall process. 
• Problem investigations require facilitation of technical and non-technical resource discussions to appropriately determine, document and categorize root cause conditions and identify the right actions to address deficiencies in technology design or process. 
• Incident management coordination requires the facilitation of critical incident resolution and communication. 
• Specific knowledge of common IT infrastructure, its components, functionality, and applications is critical. 
• Best IT practices, industry standards, and a deep knowledge of ITIL processes (change, release, incident and problem management) are applied to daily responsibilities. 
• Understanding the products, services, and service levels (both agreed and implied), is key to success.
• In addition, knowledge of the Client  systems, processes, and business culture provides a basis to develop and maintain credible relationships. 
What does a great problem manager do? 
• The problem manager is an integral part of the IT Service Management organization, which is integral to the success of Client Output Solutions. 
• The problem manager works across multiple teams within the division to manage incidents to resolution and the long term solutions to recurring problems. 

Basic Qualifications for Consideration: 

• HS degree required, Bachelor’s Degree preferred 
• Prior experience as a Business Systems Analyst or similar 
• Prior experience working with ITIL processes 

Job Related Experience: 
• 5+ years of relevant experience in an IT-related position 
• Experience managing resources that are not direct reports 
• Solid experience in process development, deployment and operations 
• Solid experience of continual service improvement programs 
• Solid data analysis skills 
• Interpersonal Skills 
Certifications: 
• ITIL certification preferred 
Preferred Qualifications: 
• Ability to facilitate relations between business groups, technology departments and vendors 
• Experience at working both independently and in a team-oriented, collaborative environment is essential 
• Good interpersonal, written, numerical and oral communication skills 
• Self-motivated and ability to work unsupervised 
• Good technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa 
• Good understanding of Client’s business and how IT contributes to the delivery of its products and services 
• Six Sigma certification preferred 
• Experience with ServiceNow change, incident, and problem management modules 

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