JOB DESCRIPTION:

• Being a member of the IT Business the Lead Problem Management Associate is responsible for conducting analysis of historical alerts, incidents, and problems to identify thematic patterns and trends.
• The candidate will lead discussions with IT teams to review and verify themes with the goal of crafting action plans to address identified issues.
• To be successful the candidate should have a good understanding and breadth of technology, in order to lead discussions with key partners and achieve accurate root cause, permanent fix, workaround, known error, lessons learned, etc.
• Your work will directly contribute to our Production reliability.

RESPONSIBILITIES:

• Assist in identifying repeat incidents
• Facilitate daily standups to review analysis and identify themes and action plans to permanently resolve issues and prevent reoccurrence
• Use performance metrics to supervise the effectiveness and efficiency of Problem Management
• Leverage Excel, PowerBI or other analytics tools to complete in-depth analysis of historical records
• Demonstrate analysis to build trends which will be presented to senior IT Management
• Participate in Post Mortem meetings to help drive identification of Lessons Learned and use Problem Management techniques to identify root cause
• Collaborate with other ITSM Process areas to drive Continuous Service Improvement (CSI)
• Work with Operations and the Business to ensure root cause and action plans are well understood
• Continually improve Problem Management process to ensure standard methodologies
• Give to the improvement of ServiceNow Problem Management module to streamline Problem Management process
• Supply to the design of appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis
• Align risk and control processes into day to day responsibilities to supervise and mitigate risk; raises appropriately

QUALIFICATIONS:

• Knowledge and understanding of ServiceNow ITSM modules
• Minimum of 5 years’ experience performing Incident / Problem Management
• Strong data analysis skills and experience working with Excel, PowerBI or other analysis tools
• Experience initiating Continuous Improvement Projects
• Experience with facilitating root cause analysis across the breath of technologies within Enterprise Infrastructure
• Bachelor’s degree preferred or equivalent experience

MUST HAVE:

ServiceNow ITSM modules

Performing Incident / Problem Management

Data Analysis skills and experience working with Excel, PowerBI or other analysis tools

Continuous Improvement

ADDITIONAL INFORMATION:

Pay and Benefits:

Competitive compensation, including base pay and annual incentive

Comprehensive health and life insurance and well-being benefits, based on location

Retirement benefits

Paid Time Off and other leave of absence

Flexible/Hybrid Work Arrangements (2 – 3 Days work from OFFICE)

Locations: Dallas, TX | Jersey City, NJ