Role purpose:Responsible for the coordination of the ITIL Problem Management activities.Ensures the identification and coordination of Problem Tickets throughout their lifecycle and oversees the overall process activities.Implements improvement programs and insures an outstanding stakeholder management within the process.With these activities you will have a great impact on our business:• Oversees the Problem Coordination activities and ensures an outstanding communication with the stakeholders (problem coordinators – technical teams – customers)• Manages and assists the core team of technical members by using the Problem Solving Techniques for identifying the root cause and solutions (hardware / software / process) and supports with the follow-up of the technical implementation and the results of the performed hardware/software/process changes• Creates / reviews the detailed Problem Reports• Creates reports to measure the key performance indicators (KPIs) and creates improvement plans on weekly basis• Initiates continuous measures to improve the problem management process and ensures that the process is implements and executed by all process actors involved, documents rules, workings instructions and guidelines. Guarantees SOX complianceWith these skills you are a great candidate:• Utilization of BMC Remedy / Other ticketing tool• Very good understanding of the ITIL environment, especially the Problem and Incident management processes• Coordination and moderating sessions with technical teams needed to solve problems / defects in applications and IT systems: o identification and documentation of problems / defects root cause o creation of Problem Report, identifying and approving the technical solution to the problem o modification of applications and software solutions, IT systems that ensure correct operation• Problem Solving techniques• Experience in stakeholder management and operational escalations• Proactivity in identifying improvement opportunities and ability to track and conduct improvement programs• Good understanding of IT Infrastructure Services• Outstanding abilities in communicating with customers• Experience in working with/within at least one ITIL processesSounds like the perfect job? We’ve got even more to offer:Work from Home – (fully remote in the pandemic period)Medical and dental servicesLife insuranceDedicated employee phone subscriptionSpecial discounts for gyms and retailersAnnual Company BonusOngoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skillsYou get to work with tried and trusted web-technologyGetting in on the ground floor of an technology changing companyFlexible Vacation – Take time off when you need it, we trust you
Problem Management Specialist in Bucuresti
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