Job specification:
The range of activities and tasks to be undertaken by an ITIL Problem Manager include:

• Executes the Problem Management process tasks in adherence with global and local requirements
• Coordinates and manages the Problem Management process activities across the global factory and with external suppliers to agreed global and local SLAs
• Escalates risks and issues to the Problem Management Regional Process Owner
• Supports Problem Management reporting (KPIs and customer SLAs)
• Assists the Problem Management Global and Regional Process Owners in driving Service management best-practice and ITIL process standardization
• Assists the Problem Management Global and Regional Process Owners in ensuring consistent end-to-end application of the Problem Management process across their account(s)
• Drives implementation of standard execution of the Problem Management process
• Is responsible for the complete process adherence and handling of problems according to SLAs/OLAs
• Is accountable for the delivery of Root Cause Analysis and problem resolution within given target duration
• Is responsible for acting as an escalation point to expedite problem resolution
• Is responsible for providing regular feedback to the Problem Management Global Process Owner
• Is responsible for coordinating problem resolution involving internal support groups, vendors, suppliers, customers and managing any roadblocks
• Ensures that necessary reports (e.g. RCA, Post Implementation Review, etc.) are delivered
• Ensures quality of Known Error record and the Knowledge Database
• Coordinates with suppliers, contractors, 3rd parties, etc. to ensure timely problem resolution and contractual fulfillment and involves Supplier Management when necessary
• Conducts Post Resolution Review of critical problems and supports to follow up of their activities together with Service Delivery Manager

Requirements:
• Ability to speak English/German/French/Dutch B2+ (desirable English as the second foreign language on the B2 level at least).
• University degree in IT Discipline
• Minimum a year of Change/Incident/Problem Mgmt or Project Mgmt experience.
• Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3, TQM or ISO 9000:2000 (certification not required, but is a plus).
• Proven communication skills with multiple levels of an organization, including interaction with senior level business partners within the company.

We offer:
• Attractive salary
• Working in an international environment
• Relocation package for candidates from outside Bydgoszcz
• Access to the interesting training and professional development programs

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Opublikowana 2014-01-29
Wyświetlona: 6955 razy