Job Title – Global Problem Manager

Location – NY (Hicksville, Melville, Brooklyn, Syracuse, and Eastern side of NJ) or Waltham, MA

Job Type – Full-Time

Job Description:

Job Purpose: The Problem Management team is responsible for delivering robust and effective problem management across the Company’s IS Ecosystem resulting in the provision of stable and reliable IS Services to the Company’s business. The Problem Manager role will be focused on owning all problem tickets through to satisfactory resolution within SLA and to prevent the reoccurrence of incidents.

Key Accountabilities:

· Own and manage the investigation of all problem tickets throughout the problem lifecycle for reactive P1/P2 problems (major incidents) and reactive P3/P4 problems

· Conduct Problem Investigation Review meetings

· Identify and communicate known errors and workarounds

· Ensure problems are mitigated quickly to prevent recurrence

· Ensure Root Cause Analysis reports are produced within SLA

· Ensure Corrective Actions are identified and implemented within agreed timelines

· Ensure that post-implementation monitoring is conducted before resolving the ticket

· Maintain data accuracy and completeness of all problem tickets within ServiceNow

· Ensure timely and appropriate communication with all stakeholders

· Ensure compliance with established Problem Management policy, processes, and procedures

· Work with Problem Management team to identify and implement continual service improvements that add value to the business and the customer experience

· Ensure effective communication, to work collaboratively with relevant parts of the business, and that knowledge and best practice is shared to optimize performance

· To develop and use a range of performance measures to regularly monitor the effectiveness and efficiency of problem management

· Production of relevant and useful management information

· Be the focal point for all problem management questions or issues

Qualifications:

· 1-3 years of experience in a problem management role in large organization

· Strong working knowledge of industry recognized problem management techniques (e.g. Kepner-Tregoe, 5 Why’s, etc)

· Ability to communicate, both verbally and in writing, with both technical and business people

· Able to demonstrate an ability to work collaboratively with stakeholders and suppliers including those in other time zones

· Able to work to agreed timescales and SLA’s

· Experience of chairing Problem Investigation Review meetings

· Good working knowledge of data analysis techniques

· Good working knowledge of standard reporting tools and techniques

· Good working knowledge of the ServiceNow ITSM tool

· Relevant industry and professional certifications an added plus (e.g. ITIL Foundation v4, COBIT, etc)

· Able to demonstrate the ability to achieve objectives under pressure

· Combination of education, training, and experience to degree level or higher in a technical and/or analysis discipline

Job Type: Full-time

Salary: $75,000.00 - $105,000.00 per year

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Hicksville, NY 11801: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Problem Manager: 5 years (Required)
• ServiceNow ITSM tool: 1 year (Required)

Work Location: One location

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