Conexess Group · 3 hours ago
ITIL Problem Manager (Remote)
St Louis, MO
Full-time
Remote
Entry, Mid Level
2+ years exp
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Responsibilities
This role includes direct oversight of critical problems (i.e. problems related to critical managed incidents) in the Problem Management Process including determination and completion of tasks including but not limited to related root cause identification, root cause elimination, monitoring and alerting, escalation, and testing, to ensure there are no repeat incidents.
Empower resources involved in the Problem Management by removing roadblocks and engaging management to facilitate completion of tasks.
Assisting with appointing and identifying resources to complete Problem tickets and managing the resources assigned to the Problem Management process.
Identify and drive short term stability activity to reduce risk of recurrence.
Have a passion for problem solving – relentlessly driving to root cause on complex issues.
Liaise with all problem resolution groups to ensure swift resolution of problems within service level targets
Liaise with suppliers, contractors, etc. to ensure that third parties fulfill their contractual obligations with regards to resolving problems and providing problem-related information and data
Arrange, run, document, and coordinate all follow-up activities relating to major problem reviews
Establishing rapport and close collaborative relationship with the service managers and production support leads, and have high level familiarity with the applications and services.
Comfort with interfacing with senior management level, including presenting critical problems at daily and weekly review with senior management.
Ensuring data accuracy and currency for Problem tickets. Develop deep understanding of the data including trends and themes. Provide recommendations on actions to address identified themes.
Strong facilitation skills to enable quicker root cause identification and elimination by the resources involved in the Problem Management process.
Excellent influencing and negotiation skills to lead matrixed teams.
Ability to exhibit technical agility and ability in their related areas of support.
Ability to exhibit organizational agility and acuity to assist with the completion of problem tasks and handling any escalations as necessary.
Qualification
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Required
2-4 years of progressive hands-on ITIL experience (Foundations Certification preferred)
1-2 years as an ITIL Process SME in either Incident, Problem, Availability or Change Management
Demonstrated ability and experience in providing cross-organizational managerial leadership
Demonstrated ability and experience in understanding drivers to business event readiness (eg, 1/1 Readiness)
Ability to exhibit technical agility and ability in their related areas of support
Ability to exhibit organizational agility and acuity to assist with the completion of problem tasks and handling any escalations as necessary
Preferred
BA/BS degree or higher preferred in Computer Science or related degree
ITIL certifications preferred
Project management certifications preferred
Agile certifications preferred
Exposure to project management and agile methodologies
Familiarity with data visualization and reporting tools such as ServiceNow and Tableau
General knowledge of or previous experience with technical support in one or more application or infrastructure areas strongly preferred
Company
Conexess Group
Conexess Group is an information technology company providing IT staffing and project management services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Austin Meibers
Founder and Partner
Company data provided by crunchbase
