What are the responsibilities and job description for the IT Problem Management Lead position at King County?
KCIT is seeking a highly motivated Problem Management Lead with 5 years leadership experience managing Problem Management to join our team to support our county government departments and agencies. The Problem Management Lead is a multifaceted role working in the IT Service Management Product Line, under the ITIL Methods Product Team to support both the successful implementation and ongoing delivery of the Problem Management process across KCIT. The successful candidate will be responsible for leading a matrixed team of analysts through the implementation, maintenance and delivery of the Problem Management process. The successful candidate will report to the Product Line Manager.
The Lead of Problem Management drives technical support teams to analyze services after periods of service disruption or outages to key technology platforms/applications. The Lead of Problem Management works on problems of diverse scope and complexity ranging from moderate to substantial. This position will collaborate with leaders across the IT enterprise and also with vendor partners on status, outcomes and needs of production incidents. This role will aide in identification, prioritization and root cause analysis of production support incidents. This position requires using data and analytics to drive down ticket volumes and improve resolution times.
King County Department of Information Technology (KCIT) KCIT uses the power of technology to digitally transform King County. Building vibrant communities through digital equity and social justice, KCIT offers innovative solutions that engage, empower, and serve our residents, businesses, communities and interested stakeholders. As the first-place recipient of the 15th annual National Association of Counties (NACo) Digital Counties Survey, KCIT is recognized for its vision, strategy, innovation, and collaboration. KCIT has a focus of delivering smart technology solutions that support customers, building stronger communities through innovation. KCIT is providing the building blocks for many of the region's most critical services. As the business solutions partner, we collaborate with the 18 County departments to develop products and services that better serve the needs of our customers and our community. To learn more about KCIT, please visit: http://kingcounty.gov/depts/it.aspx
- Own the Problem Management process and act as point of escalation for Problem Management process issues
- Revise and maintain a Problem Management (PM) plan, policies, processes and procedures that reflect ITIL best practices
- Train, coach, and mentor teams in problem management process practices.
- Ensure quality Problem Management reports are produced and distributed
- Measure performance through Key Performance Indicators and create/update executive summary dashboards
- Promote standard operating procedure documentation, knowledge base and restoration checklist to improve quality of incident response.
- Partner with the Incident Management team to smoothly and quickly transition major or recurring incidents into the problem management process, conducting the Post Incident Review (PIR) process for Major Incidents to drive identification and resolution of root cause to prevent incident recurrence
- Ensuring High Severity Problem Records are closed within SLA
- Partner with the Change Management team to conduct post maintenance window reviews to identify areas of improvement.
- Collaborate with other Service Management services, various delivery teams, and customer stakeholders to identify and classify problems, Investigate and diagnose problems, and raise known errors
- Analyzes data from IT incidents to find trends, repeatable issues, and application/infrastructure potential concerns.
- Provide regular input into AI based customer interface systems to automate routine service requests
- Create and submit Knowledge Base articles based upon recurring incidents and requests
- Operate and maintain the Problem Management module and associated interfaces within the Cherwell service management toolset
- Other duties as assigned.
- Bachelor’s degree in Information Technology, Information Systems, or related field OR an equivalent combinations of education and experience
- Relevant work experience in IT service management
- Relevant work experience in Problem Management
- Excellent Management and communication skills, leadership of Problem Management
- ITIL v4 Foundation certification or experience working in these methodologies
- Proven experience in leading and directing problem management function and process in large enterprise and complex environment
- Expertise in various Problem Management reactive and proactive techniques supported by understanding of statistics and quality management concepts
- Experience in problem analysis and process documentation
- Strong analytical/diagnostic skills and attention to detail to review data trends and execute data-driven decisions
- Coordination skills: managing (complex) IT technical investigations
- Understanding of Applications and Infrastructure in Azure and AWS cloud environments
- Experience working with cloud SaaS service providers
- Overall high-level knowledge of IT as a whole to include network, servers, endpoint, cyber, and cloud technologies
- Highly organized presentation, negotiation and customer service skills
- Experience with customer service management, expectation management and service level compliance.
- At least 3 years of demonstrated experience using recent Microsoft Operating Systems, Office Suites and common applications (E.g. Windows 10/11, Teams, Office, OneDrive, SharePoint, etc.)
- Experience working with an IT service management tool
- Ability to deal tactfully with vendors, suppliers, and contractors who provide a broad spectrum of products and services.
- Experience at working both independently and in a team-oriented, collaborative environment is essential.
- Strong attention to detail
- Ability to prioritize and execute tasks in a high-pressure environment
- Ability to comprehend, interpret, and comply with county policies and procedures
- Ability to establish and maintain exceptional customer relationships
- Skill in collaborating effectively with management, peers, other KCIT service teams and customers
- Skill in building consensus and coming to a resolution among a diverse group of individuals with conflicting viewpoints
- Demonstrated positive attitude towards peers and leadership, learns from mistakes, seeks feedback, is open to criticism, and is easily coachable
- Ability to communicate orally or in writing; including the ability to communicate complex technical information to a non-technical audience
- Skill in handling multiple competing priorities
- Basic understanding of Scaled Agile Framework for Enterprises (SAFe) methodologies
Additional Requirements
- Must be able to lift and carry up to 25 pounds with reasonable accomodations
- Sitting for extended periods of time
- May be responsible for the physical loading, unloading and/or sorting of equipment and boxes of varying sizes and weights by hand, including lifting, pushing, pulling, carrying, placing, as well as physical bending, twisting, kneeling, stooping, or crawling in a safe and efficient manner
- Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects.
- Physically able to participate in sessions, presentations, and meetings
- May be required to drive to different county locations for meetings etc.
- Valid WA State driver’s license
Desirable Qualifications
- Proficient with the Problem Management module of the Cherwell and Neurons service management toolsets, PowerBI, and Azure DevOps
- ITIL certification (ITIL Practitioner/Intermediate or higher)
- Six Sigma, Lean
- Experience working in a government environment
- Proficient with Scaled Agile Framework for Enterprises
- Understanding of Equity and Social Justice principles
Hybrid Work: The work associated with this position will be performed through a combination of onsite work and telecommuting. Employees will have access to shared workspaces at various King County facilities. Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements. King County has a robust collection of tools and resources to support when working remotely.
Classification: IT Systems Specialist - Master - 7323400
Union: This position is represented by Protec1`7: Information Technology
Work Schedule: The normal workweek for this position is Monday through Friday, 8:00 a.m. to 5:00 p.m. Alternative work schedules may be considered. This position is not eligible for overtime pay. This position may be required to work after hours on occasion as needed.
Forbes named King County as one of Washington State's best employers.
Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.
Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ , people living with disabilities, and veterans.
King County is an Equal Employment Opportunity (EEO) Employer
No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.
Are you ready to APPLY!?
The recruitment for this position is open to all qualified candidates. This recruitment may be used to fill future vacancies. A completed King County Application and Resume are required for consideration. Applications submitted without all material will not be considered.
Questions: If you have questions regarding this recruitment, please contact Shannon Hoeper @ shoeper@kingcounty.gov or 206-263-6957.
Salary : $113,931 - $144,414
