Job Details Business Process Expert Problem Manager II Pasay, Posted: 1/5/2024 Job Description Job ID#: 55691
Job Category: Business Process Expert
Position Type: Full Time
Details: Performs the process of identifying, recording, classifying and progressing Problems through investigation and diagnosis until either "Known Error" status is achieved or an alternative procedural reason for the Problem is revealed. Will search through incidents and requests (or tickets) reported by end users to identify trends and create and manage problem tickets based off the data gathered. Also plays a key role in the accounts ability to meet and exceed contractual service level agreements (SLAs). Position is in place to ensure all customer problem tickets are prioritized and communicated to the appropriate resources for resolution, and that documented mitigation processes are invoked where applicable.
Will apply change management principles, methodologies and utilize common toolsets to manage and implement change/release. Change is primarily client driven in response to changes within their IT environment to include application, database, infrastructure, networking enhancements and upgrades. Ensuring change and release initiatives are on time and on budget while mitigating impact to the business are key objectives of this role. This role requires an individual whom is highly-focused and technically skilled. The position will interface directly with the client and act as a Liaison on behalf of Stefanini. While this role will have no direct reports they will lead the Change team's Account Liaisons in their day-to-day interface with the client. This oversight is key to the change and release teams overall success and will ensure that a consistent approach is being applied in Account Liaisons interactions and change initiatives they manage.
Job Requirements Details: Problem Management Perform the daily tasks of the problem management process Track and analyze account metrics Provide statistical reporting and analysis Perform trend analysis Monitor and audit incidents and problems Execute problem management process, against incident data Utilize Lean Six Sigma / Lean methodology for process improvement Facilitate regular problem review meetings Acting as the point of contact for reviewing problem tickets within their domain Monitoring and tracking the progress of the problems within their domain Resolving problems raised from incident management and problem management Work closely with the Incident Manager and associated processes Oversee the lifecycle of all open problem tickets in order to: Communicate issues or potential issues with vendors, clients, Stefanini technicians and leadership resources Detect and prevent SLA and/or KPI breaches Providing insight throughout the process of identifying solutions Assisting with the effectiveness of the problem management process, as well as making recommendations for improvement Identify opportunities to proactively minimize exceptions to processes, and propose framework for sustainable practice Monitor the effectiveness and efficiency of the problem management process Creating problem reports and identifying trends within their domain Ensures Compliance to all Problem Management Activities Train and mentor less-experienced members of the team Change Management Apply a structured methodology and lead change management activities Plan and implement associated goals and milestones responsible for taking changes from origination through the final launch and implementation Conducting CAB meetings with functional areas and business owners Help with maintaining the Change Management documentation and compliance Manage the day-to-day activities of the clients change process Monitor and report change status dashboard Maintain Change Calendar Maintain change communication internally and externally Employ best practices and lessons learned Skills, Knowledge, Education and Training Requirements Bachelor's degree 5+ years experience in the IT business field 5+ years experience in the ITIL change and problem management field ITIL v4 Foundations knowledge or related certification Global business experience preferred Experience and knowledge of Incident and Problem management principles, methodologies and tools Ability to present and communicate in small and large group settings Effective communication skills - written, verbal, listening Customer Focused with a high degree of professionalism Ability to work in a team environment, as well as independently Due to 24x7 global aspect of the customer, must be able to adjust to a flexible schedule as required Proficient level and experience in MS Office, Excel MSWord, Outlook, PowerPoint, Visio and Project Ability to learn new processes quickly and to adapt well to frequent changes Ability to clearly articulate messages to a variety of audiences Ability to establish and maintain strong relationships Ability to influence others and move toward a common vision or goal Able to work effectively at all levels in an organization Attendance and schedule adherence are requirements of this position
Pay Range: Based on Experience
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