ITSM Process Owner (Incident, Problem and Knowledge Management)
Job Summary
Job Description
Rackspace Technology is seeking an ITSM Specialist to manage and enhance IT Service Management processes, specifically Incident Management (IM), Problem Management (PM), and Knowledge Management (KM), based on ITIL frameworks. The role involves defining and maintaining process documents, procedures, guidelines, standards, and policies, ensuring their adherence across all HexaCloud teams. Key responsibilities include facilitating Major Incident Management, analyzing incident trends, documenting solutions in the knowledge database, monitoring process efficiency through KPIs, and recommending improvements. The specialist will also produce management information reports, review integration issues between processes, conduct post-incident reviews, chair review meetings, and manage escalations. Additionally, the role focuses on building organizational awareness of knowledge management principles, establishing KM as a business lever, ensuring appropriate IT enablers, identifying subject matter experts, coaching teams, and facilitating knowledge transfer sessions. Collaboration with internal teams and external partners on sharing ideas and work is also a part of the role, along with monitoring and improving IT tools for KM.
Must have:
- Ownership of Incident, Problem, and Knowledge Management processes.
- Define and maintain process documentation and procedures.
- Facilitate Major Incident Management lifecycle.
- Analyze incident trends and take action.
- Document knowledge articles, known errors, and workarounds.
- Monitor process efficiency via KPIs.
- Recommend process improvements.
- Produce performance reports.
- Review integration issues between processes.
- Conduct post-priority 1 incident reviews.
- Chair incident and problem review meetings.
- Follow defined escalation paths.
- Reroute misdirected incidents.
- Respond to escalation issues.
- Identify incidents needing special attention.
- Perform process audits.
- Act as point of contact for Major Incidents.
- Create awareness of knowledge management principles.
- Work with leadership to establish KM as a business lever.
- Ensure appropriate IT enablers for KM.
- Identify and enroll knowledge experts.
- Coach teams on KM processes and tools.
- Facilitate KM strategic planning and knowledge transfer.
- Plan and promote collaborative tools for knowledge sharing.
- Monitor and improve IT tools for KM.
- Ensure post-review of major problems for RCA.
- Manage IT problems and known errors proactively and reactively.
- Coordinate Problem Analysts for timely resolution.
- Perform root cause analysis for incident trends.
- Own and maintain the Known Error Database.
- Carry out Process Manager responsibilities.
- Minimize Known Errors using problem techniques.
- Establish working relationships with stakeholders.
- Collect feedback from internal stakeholders.
- Contribute to progress reports.
- Bachelor's degree in IT or equivalent.
- Certified in ITIL Foundation.
- 5+ years of ITSM experience in process design/execution.
- Experience in IT Operations.
- Strong knowledge of ITIL framework.
- Excellent communication skills.
- Knowledge of ITSM tools.
- Experience with ServiceNow is a strong plus.
Good to have:
- Experience with SLA design and monitoring.
- Understanding of DevOps practices and intersection with ITSM.
- Experience with vendor management processes.
- Familiarity with IT governance frameworks (COBIT, ISO 20000).
- Experience with survey tools and customer satisfaction measurement.
2 skills required
Job Details
Rackspace Technology is a leading provider of expertise and managed services across all the major public and private cloud technologies. We’ve evolved Fanatical Support to encompass the entire customer journey — providing Fanatical Experience™ from first consultation to daily operations. Our passionate experts combine the power of proactive, always-on service and expertise with best-in-class tools and automation to deliver technology when and how our customers need it.
We are seeking a detail-oriented ITSM Specialist to support the implementation and operation of our IT Service Management processes. In this role, you will work with the ITSM team to maintain and improve service management practices based on ITIL frameworks, to own Incident Management (IM), Problem Management (PM) and Knowledge Management (KM) processes including defining and maintaining the process documents, procedures, guidelines, standards, policies and ensuring they are properly established and followed by all HexaCloud teams.
Responsibilities
- Ownership of Incident Management (IM), Problem Management (PM) and Knowledge Management (KM) processes in terms of guidelines, standards, policies and changes
- Define and maintain the Incident Management, Problem Management and Knowledge Management process and procedures, and ensure they are properly established and followed by all Cloud teams
- Facilitate Major Incident Management through its lifecycle
- Ensure incident trends are analysed and relevant action taken for resolution
- Ensure that the knowledge articles, known errors, workarounds, resolution are documented in the knowledge database for future reference
- Monitor efficiency of Incident, Problem and Knowledge Management process through KPIs
- Ensure effectiveness of Incident Management, Problem Management and Knowledge Management process, and make recommendations for improvement
- Produce appropriate management information to report Incident, Problem and Knowledge Management performance
- Review integration issues between the various processes and make appropriate recommendations
- Ensuring post-review of priority 1 incidents to evaluate the response and recovery efforts
- Chairing the incident and problem review meetings and provide recommendations to improve the process
- Following defined escalation path when needed, as defined in the escalation policy
- Rerouting misdirected incidents that have not been handled in a timely manner
- Responding to the Incident Analysts regarding escalation issues in a timely and appropriate fashion
- Identifying incidents which need special attention or escalation
- Perform internal or external audits of the process. This includes formal audit exercises against a defined standard
- Point of contact for all Major Incidents
- Create awareness in the organization of the principles of knowledge management and how they can impact the performance of the organization.
- Work with leadership to establish KM as a priority business lever for the organization and develop means to legitimize and motivate the seeking and sharing of knowledge
- Work to ensure appropriate IT enablers for knowledge management
- Identify the individuals in the organization with knowledge in specific areas which are critical to the performance of the organization and enrol them in the process of managing that knowledge
- Coach the Team in the use of KM processes and tools
- Facilitate Knowledge Management strategic planning & knowledge transfer sessions
- Plan, develop, stand up, support, and promote collaborative tools and techniques such as communities of practice to facilitate sharing of ideas and work among internal teams and external partners
- Monitor the effectiveness, maintenance and use of the IT tools and systems as they apply to KM, and implement improvements
- Ensures post-review of major problems to evaluate the efforts for identifying RCA and resolution
- Ensures reactive and proactive management of IT problems and known errors
- Coordinates efforts of all Problem Analysts, including suppliers and external teams, to ensure timely resolution of problems
- Perform root cause analysis of incident trends and identify permanent resolution for its fix
- Owns the Known Error Database and ensures its maintenance
- Carries out the Process Manager responsibilities for the Incident and Problem Management process
- Using Problem techniques in order to minimize the Known Error
- Establish working relationships with relevant internal stakeholders
- Collect feedback from internal stakeholders on issues being faced and other requirements
- Contribute to the preparation of progress reports directed to all relevant stakeholders to keep them informed of progress
Requirements
- A bachelor’s degree in IT or equivalent is required
- Certified in ITIL Foundation is required and Intermediate/Specialistis a strong plus
- 5+ years of IT Service Management experience in process design and process execution (primarily on Incident, Problem and Knowledge Management)
- Experience in IT Operations
- Strong knowledge of ITIL framework
- Excellent communication skills
- Knowledge of technologies supporting IT service management processes (ITSM Tools)
- Experience with ServiceNow platform is a strong plus
Additional Skills (Good to have)
- Experience with SLA design and monitoring
- Understanding of DevOps practices and how they intersect with ITSM
- Experience with vendor management processes
- Familiarity with IT governance frameworks (COBIT, ISO 20000)
- Experience with survey tools and customer satisfaction measurement
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