Roles and responsibilities:

• Clear understanding of ITIL and ITSM
• Six Sigma or Project Management experience or certification
• ServiceNow

Roles & Responsibilities

• In depth knowledge of Problem and/or Incident management philosophies and tools.
• Experience with ServiceNow
• In-depth understanding of technology environments and organizations.
• Management and coordination of all activities necessary to detect problems that potentially

affect the service level by analysis of Incident Management data and supplier / development

• documentation.
• Contributes to reporting and measures adherence to established KPI.
• Contributes to the improvement of the Problem Management process so that more
• problems can be analyzed, and corrective actions determined faster.
• Provide comprehensive overview of metrics to assigned groups.
• Assist with the development of quality goals for assigned groups for problem reduction,
• change quality and quality of implementation.
• Manage or participate in larger projects involving Problem Management.
• Research alerts, problems, and trends in performance to identify improvement opportunities. · Coordinates and executes process training. · Prioritize problems to be resolved with the Incident Process Manager · Designs and conducts regular audits of problem records for adherence to process standards and quality of documentation. · Manages reviews/updates of process and procedural documentation. · Collaborates with support partners to identify Problems with people, process, & technology
• Previous experience as an Incident Manager or Problem Analyst/Manager
• In-depth understanding of technology environments and organizations.
• Proven ability to communicate directly and diplomatically with strong customer focus.
• Ability to use advanced problem-solving techniques to analyze for true root cause of problems and

incidents

• Effective written and verbal communication skills
• Ability to make sound decisions based on logical reasoning.

Ability to work in a stressful & high-volume environment

Salary Range - $100,000-$120,000 a year