Problem Manager - Glasgow

£40,000

More

Nine Twenty are delighted to be partnering with their client in the recruitment of a Problem Manager.

The Problem Manager uses a modern ITOA toolset and an ITIL-based process approach to identify and remove or control errors impacting client operations, delivering productivity gains and cost savings as incident volumes decrease. Where errors cannot be fully removed, the problem manager establishes workarounds that minimise impact and document them in the knowledge base.

Reporting to the Team Leader Major Incident & Problem Management and have direct interaction with Major Incident Managers, Problem Managers and various resolver groups and 3rd parties as required.

Responsibilities/Accountability:

  • Carry out regular trend analysis on a six-month data set to identify errors
  • Manage the full life cycle of problem records
  • Deliver double digit reductions to incident volumes for supported accounts
  • Use ITOA tools to understand actual user experience
  • Maintain known error records and knowledge base
  • Assist with shift left opportunity identification
  • Author monthly and ad-hoc problem management reports
  • §  Maintain problem management register to a high standard
  • Present problem management analysis and trending information to clients

Skills/Experience

  • Strong verbal and written communications with proven report writing skills
  • Strong analytical skills ideally with exposure to statistical analysis
  • Ability to adhere to governance standards and processes
  • Good interpersonal and relationship building skills. You must be able to work as part of a team.
  • IT knowledge (broad rather than deep) of IT systems and technology
  • Strong Excel skills including pivot tables and experience using other Microsoft Office applications
  • Proven customer support experience in a large global IT service support environment
  • Experience with Service Now or another ITSM tool preferred
  • An understanding of Service Level Agreements and their application
  • Experience and understanding of ITIL process areas
  • Good customer service skills and an ability to listen and understand the customer's requirements
  • Experience working with technical staff and 3rd parties
  • Network and Telecoms background would be a distinct advantage
  • Ability to multi-task and prioritise effectively

To apply for this position, please get in touch with Rachael at Nine Twenty.