Under minimal supervision, The ITSM Sr. Process Specialist – Proactive Problem Manager will manage all activities in the lifecycle of proactive problem management. The Problem Manager is responsible for working with Process Managers and stakeholders to identify improvement opportunities and bring understanding and discipline to these processes through quality control, training, and documentation.

Location Type: On-site (hybrid schedule)

• Develop a 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.
• Advanced knowledge of proactive problem management methodologies.
• Excellent written and verbal communication skills, including process documentation.
• Strong analytical skillset required.
• Ability to work independently and in a team is vital.
• Proven ability to work efficiently and accurately under pressure, meet deadlines and present a professional demeanor is essential.
• Proven ability to respond to different organizational situations while maintaining a positive and friendly attitude is necessary.
• Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.
• In addition, organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential.

Educational Requirements:

• A Bachelor’s degree in Computer Science, Information Technology or related field or equivalent work experience.
• IT Infrastructure Library (ITIL) Foundations certification required.

Work Days:

Normal work days are Monday through Friday.

Work Hours:

Normal work hours are 8:00 a.m. to 5:00 p.m.