Below is the job description for the position:
Position Title - ITSM Problem Analyst
Location - Seattle, WA (Remote)
Duration - 12 Months (with possible extension)
General Summary:
Under general direction of the Deputy Director, IT Service Delivery, this position will contribute to the strategic objectives of the Service Management Office by facilitating and executing on various ITSM tasks supporting an ITIL-based ITSM process framework. The position will serve in the role of Problem Manager supporting the Incident and Problem Management practices and leading root cause analysis and problem reporting. The position will work closely with both business partners and cross-technical teams, ensuring that key stakeholders and subject matter experts are engaged as needed.
Essential Functions:
- Perform analysis of problems, coordinate with Subject Matter Experts (SMEs) as necessary, and document findings (i.e. compile data, update ServiceNow records, write information papers).
- Work with Incident Management teams for root cause of Major Incidents, including facilitating meetings, updating records, and following up on action items.
- Work with technical teams to ensure incidents have proper problem statements as necessary.
- Schedule and run Root Cause Analysis meetings.
- Conduct trend analysis of recurring Problems/Incidents – extract trends on Incident types, Customer types, key problem areas, departments, hardware types etc.; communicate with IT support groups to review recurring
- Problems and press for final resolutions or escalate as needed.
- Update and maintain the ServiceNow knowledge base for problems/workarounds/resolutions as needed.
- Update and maintain the Known Error Database to ensure accurate Known Errors are documented and available to staff.
- It is the responsibility of all employees and contractors to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees and contractors.
Deliverables:
- Completed and documented Problem records.
- Completed and documented major incident and problem RCA analysis and reports.
- Updated ServiceNow CMDB records.
- Updated ServiceNow KB articles for problem information.
- Special / Additional Qualifications (Over Role/ Category Level)
Education & Experience:
- 3-5 years of ITIL Incident Management experience.
- 3-5 years of ITIL Problem Management experience.
- 3-5 years of ServiceNow experience.
Required Licenses or Certifications:
- ITIL v3 or v4 Foundations certification
- Project Management certification is a plus
Specific Qualifications, Knowledge, and Skills:
- Strong command of ITIL core processes and principles.
- Understanding of how IT service management supports and enables the business.
- Understanding of problem management activities and processes.
- Strong understanding in the use of the ServiceNow tool, specifically the ITSM functions.
- Strong experience in the management of technology service delivery in a complex environment.
- Ability to identify key data elements needed for accurate and insightful reporting.
- Data Visualization and Reporting.
- Principles of business letter writing and basic report preparation.
- Ability to manage multiple, competing priorities.
- Modern office procedures, methods, and equipment including computers and computer applications such as word processing, spreadsheets, and statistical databases.
Thanks & Regards
Infojini Consulting
Website: https://www.infojiniconsulting.com
Address: 10015 Old Columbia Road, Suite B 215, Columbia, MD 21046
