Our client is a leading blue corporate delivering quality solutions to the Australian marketplace and remains synonymous with high quality products and maintain an enviable market positioning. Located in the South Eastern Suburbs, our client has an exciting and unique opportunity for an industry leader to join their highly competent, dynamic and very dedicated team.Our client is seeking to engage a consultant on an initial 3 - 6 month contract. To this end your long term engagement will be rewarded with likely extensions whilst you aid the Service Delivery team in ensuring the most competent and best possible problem management ethos. As a key member of the IT Service Delivery team, the Problem Manager will be responsible for the design, development, implementation and improvement of the Problem Management and Knowledge Management processes. The Problem Manager will manage the life cycle of all Problems, including the Root Cause Analysis of Incidents to ensure that their resolution is implemented through the appropriate control procedures. Key responsibilities include:
Drive the establishment and adoption of the Problem Management process
Review the efficiency and effectiveness of the Problem Management process, monitor quality and initiate improvement actions.
Document and maintain Problem Management process policies, procedures and work instructions
Identify and manage Problems end to end through to closure including Root Cause Analysis, Major Problem Reviews, etc.
Proactively identify trends and potential problem sources to initiate and coordinate the relevant resolution activities
Develop and report on key performance indicators for Problem Management to track against process adherence and process efficiency
Establish a strong interface between Incident Management and other Service Management processes like Knowledge Management, Change Management, Configuration Management, Event Management, etc.
Requirements:
Demonstrated experience as an Problem Manager with in depth knowledge of the ITIL framework
Specialist knowledge of IT Service Management processes
Demonstrated experience developing, documenting and managing appropriate policies, processes, procedures and work instructions
Demonstrated skill in problem analysis, diagnosis and problem solving techniques
Excellent verbal and written communication skills on all levels
Advanced leadership and management skills
Good facilitation and conflict management skills
Experience in implementing and managing Knowledge Management process using KCS methodology is desirable
Experience in using HP Service Manager or other Service Management Tools
Knowledge of IT Infrastructure, emerging trends, best practice and other ICT issues To succeed in this role you should be a motivated, experienced professional with ability to work well under stress along with a proven track record in managing Problem Management Process. You should be a self-starter who is passionate about IT |
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