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Job Summary:

The Global Problem Specialist will work as a member of the Global ITIL Operations Team reporting to the Global ITIL Quality Operations Manager. The Global Problem Specialist is responsible facilitating high performance and collaboration in alignment to the Global Problem Management process, ensuring governance and adherence to the following:

• Problem Management
• Contingency support for Major Incident, inclusive of an on-call requirement

Essential Job Duties and Responsibilities:

• Responsible for driving the related Global Problem Management policy, process and procedures in alignment with ITIL best practice in conjunction with Process Owners
• Manage Problems at a global organizational level by applying Problem Management methodologies and lead Problem management activities, ensuring all Problems are recorded, assessed, classified, prioritized and assigned in a timely manner
• Manage and maintain the Known Error database
• Identify, analyze, prepare risk mitigation tactics
• Conduct Problem Review Boards ensuring outputs are recorded, tracked and driven via Post Reviews within the relevant ITSM
• Support training efforts and audit requirements
• Compile and hold reviews of KPI’s, SLAs, OLAs & monitor performance to ensure they are achieved and escalate as required and tracking and reporting process governance failures
• Assist other Global ITIL Operations functions in promoting and driving adherence to their Processes, inclusive of acting as Major Incident contingency

Minimum Job Requirements:

• Experienced in multiple problem management methodologies
• Able to work both individually and as part of a team to ensure system and performance reporting are accurate, timely, and most importantly, correct
• Able to make a significant contribution in a team environment
• Exceptional listening and analytical skills
• Reporting experience across a range of Customers
• Strong understanding of ITIL processes
• Ability to identify trends and interpret data, strong understanding of Incident management and Problem Management
• The use of Microsoft Office particularly, Word, Excel and PowerPoint
• An understanding of Cubic Technology
• A wide understanding of customer service processes and methodologies

Education and Qualifications:

Essential

• A Level education or equivalent
   

Desirable:

• ITIL v3/v4 Foundation certification

Worker Type: