Location Type: On-site (hybrid schedule)
- Develop solid proactive problem management process.
- Review system and logs to analyze data and identify areas of opportunity to fix issues before they become service impacting.
- Engage regularly with stakeholders to gain a deep understanding of problem areas and coordinate investigations to bring resolution.
- Track identification and resolution through regular and frequent reporting.
- Accountable for Continual Service Improvements (CSI) to improve the effectiveness and efficiency of our IT processes and services by analyzing and reporting on key metrics.
- Develop and document training material for Proactive Problem Management Best Practices and other processes and lead the delivery of training presentations to IT teams.
- As a subject matter expert, and in collaboration with other Process Specialists, maintain a process compliance training program for IT resources by tracking compliance to processes and determining a plan for mitigation of gaps.
- Create and maintain documentation for new and existing processes, including but not limited to workflows, procedures, policy statement.
- Participate in requirements gathering for enhancements to processes or new features/functionality using the ITSM software product.
- Develop use case scenarios to use in the ITSM software product for use in UAT or other regression testing, and actively participate in UAT testing.
- Work closely with service, product, and business owners to integrate service management practices into the delivery of IT services.
- Support, promote and ensure consistent alignment to IT standards, processes, and tools.
- Three to five years or more of experience demonstrating extensive subject matter expertise supporting and adhering to an ITSM Problem Management processes. Additional experience with other ITSM processes including incident management, change management, reporting and performance analytics, is preferable.
- Three or more years of knowledge and experience supporting an ITSM software product, preferably ServiceNow.
- Experience with monitoring tools, (SiteScope, NNM, Splunk, Netbrain, Dynatrace)
- ITIL Foundations Certification required.
-
ITSM SR. PROCESS SPECIALIST -PROACTIVE PROBLEM MANAGER