Description

You will lead the identification, analysis, and resolution of underlying causes for service disruptions.

Responsibilities

• Analyze Incident Management data and supplier documentation to detect potential service level threats.
• Conduct root cause analysis using advanced problem-solving techniques to identify trends and performance improvements.
• Design and execute regular audits of problem records to ensure adherence to process standards and documentation quality.
• Coordinate with support partners to identify problems across people, processes, and technology.
• Manage reviews and updates of process documentation and contribute to KPI reporting.

Required Skills

• 13+ years of experience in Problem Management or Incident Management roles.
• Proven experience as a Problem Analyst or Problem Manager.
• Hands-on experience with ServiceNow.
• Expertise in Six Sigma methodologies.
• Deep understanding of technology environments and organizational structures.
• Strong ability to make logical, sound decisions in high-volume, stressful environments.
• Effective written and verbal communication skills for diplomatic stakeholder interaction.
• Bachelor's degree.

Key Skills

Education

Bachelor's degree