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IT Problem Manager in Raleigh, NC with Greene Resources

Date Posted: 1/28/2019

Job Snapshot

Job Description


Job Number: 32306


IT Problem Manager


Job Description:

Our client, located in Raleigh, NC is seeking an IT Problem Manager to add to their team. This individual will be responsible for overseeing and driving the effective application of the problem management process. They will proactively analyze historical incidents to identify recurring trends to eliminate future business impact through elimination, automation and industrialization.


Responsibilities:


  • Deep analysis of recent incidents to identify trends that will feed into proactive problem management.

  • Categorization of incidents in a detailed and meaningful way to facilitate trend analysis and regular reporting of patterns.

  • Continual scanning and data-mining for potential problems and incident trends.

  • Identification of incidents to be eliminated through technology or process changes and drive the implementation of those changes.

  • Driving resolution of other recurring incidents through implementation of automated solutions.

  • Ensuring problem investigation findings are thoroughly documented in the problem record and that known error records are created when appropriate.

  • Scheduling, hosting, and facilitating meetings required to identify the root cause and corrective actions associated with each problem.

  • Providing regular reports on current status of all open problem investigations.

  • Escalating when appropriate focus on problem investigations is lacking or needing prioritization.

  • Contributing to the efficiency and effectiveness of the overall Problem Management process through continual process improvement.


Education Requirements:


  • Bachelor's Degree in Computer Science, Computer Engineering, Information Systems or related technical field

  • 5+ years? experience or equivalent combination of education and experience


Desired Background/Skills:



    Qualifications:


    • Experience with formal business communications and/or technical writing

    • Strong analytical, problem-solving, quantitative, and conceptual skills

    • Methodical approach to problem solving and attention to detail

    • Experience with data analysis including compiling and dissecting large volumes of data

    • Advanced Excel skills (pivot tables, v-lookup formulas, etc.)

    • Effective time management skills with the ability to manage multiple tasks or initiatives

    • Ability to apply ITIL best practices to complex problems and train others in these practices

    • An uncompromising spirit of customer advocacy and commitment

    • Excellent interpersonal, presentation, decision making and planning skills

    • Experience facilitating business meetings ? including compiling meeting minutes and summaries

    • Understanding of technical concepts such as networking, client/server, and other technologies inherent to a large retail corporation

    • Knowledge of Supply Chain and Point-of-Sale a plus


    Other Information:


    • Greene Resources is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.