Job role : ITSM Sr. Process Specialist – Proactive Problem Manager
Location : Scottsdale, AZ
Job Type: Contract
JD:-
- Under minimal supervision, The ITSM Sr. Process Specialist – Proactive Problem Manager will manage all activities in the lifecycle of proactive problem management.
- The Problem Manager is responsible for working with Process Managers and stakeholders to identify improvement opportunities and bring understanding and discipline to these processes through quality control, training, and documentation.
- Develop solid proactive problem management process.
- Review system and logs to analyze data and identify areas of opportunity to fix issues before they become service impacting.
- Engage regularly with stakeholders to gain a deep understanding of problem areas and coordinate investigations to bring resolution.
- Track identification and resolution through regular and frequent reporting.
- Accountable for Continual Service Improvements (CSI) to improve the effectiveness and efficiency of our IT processes and services by analyzing and reporting on key metrics.
- Develop and document training material for Proactive Problem Management Best Practices and other processes and lead the delivery of training presentations to IT teams.
- As a subject matter expert, and in collaboration with other Process Specialists, maintain a process compliance training program for IT resources by tracking compliance to processes and determining a plan for mitigation of gaps.
- Create and maintain documentation for new and existing processes, including but not limited to workflows, procedures, policy statement.
- Participate in requirements gathering for enhancements to processes or new features/functionality using the ITSM software product.
- Develop use case scenarios to use in the ITSM software product for use in UAT or other regression testing, and actively participate in UAT testing.
- Work closely with service, product, and business owners to integrate service management practices into the delivery of IT services.
- Support, promote and ensure consistent alignment to IT standards, processes, and tools.
- Three to five years or more of experience demonstrating extensive subject matter expertise supporting and adhering to an ITSM Problem Management processes.
- Additional experience with other ITSM processes including incident management, change management, reporting and performance analytics, is preferable.
- Three or more years of knowledge and experience supporting an ITSM software product, preferably ServiceNow. Experience with monitoring tools, (SiteScope, NNM, Splunk, Netbrain, Dynatrace) ITIL Foundations Certification required.
- Advanced knowledge of proactive problem management methodologies.
- Excellent written and verbal communication skills, including process documentation.
- Strong analytical skillset required.
- Ability to work independently and in a team is vital.
- Proven ability to work efficiently and accurately under pressure, meet deadlines and present a professional demeanor is essential.
- Proven ability to respond to different organizational situations while maintaining a positive and friendly attitude is necessary.
- Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.
- In addition, organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential.
Educational Requirements:
A Bachelor’s degree in Computer Science, Information Technology or related field or equivalent work experience. IT Infrastructure Library (ITIL) Foundations certification required.