Problem Management Specialist

hace 2 semanas


San Francisco, Heredia, Costa Rica DHL A tiempo completo

PROBLEM MANAGEMENT SPECIALIST

Purpose:

  • Full command of the Problem Management process in DPDHL, as well as PRS techniques (Kipling, 5 times why, Ishikawa diagram, PDCA, etc).
  • Single Point of Contact in the region (Americas) for everything related to Problem Management at a Global level.
  • Hold monthly meetings with the EUS teams in America to discuss open Problem tickets.
  • Support the reinforcement of existing Global training for ITS members in the region (Spanish and English).
  • Present monitoring and progress of the Problem Tickets of each BU within the regional SPR meetings.

Qualifications:

  • Power BI
  • Advance Excel
  • SQL
  • HTML

Responsibilities:

1.1.1 Coordinate and manage PM activities in service desk

  • Coordinate with Problem Specialist related to Problem Management activities
  • Collaborate with other regions Service Desk Problem Coordinators
  • Proactively identify and trigger Problem Management process
1.1.2 Monitor and report on service desk PM process performance

  • Regular monitoring of service desk Problem Management performance to ensure quality and performance are achieving the KPI
  • Identify gaps or issues and trigger the functional escalation metric if necessary.
  • Conducts regular status meetings to review Problem Management activities with relevant stakeholders
  • Obtain feedback from SD management, PM Service Lead and related Problem Manager
  • Collaborate with Service desk QA and relevant SMEs on ticket quality related issues (e.g. Incident ticket type/closure code etc)
1.1.3 Implement PM improvement within service desk

  • Updates the available reports with identified improvements
  • Create or update work instructions/guidelines where necessary
1.1.4 Knowledge management

  • Creates and maintains knowledge articles related to problems per knowledge management process
  • Maintains SD Known Errors
1.1.5 Provide training and coaching within service desk

  • Conduct the Problem Management awareness process training to the new joiners and SD PM Specialists
  • Provide adhoc refresher training when necessary
1.1.6 Communication and provision of PM information

  • Coordinates communication between service quality and service desk
  • Ensures the relevant information is properly communicated to the stakeholders.
  • Establish regular performance dialogs with SD PM Specialist and PM Service Lead.
1.1.7 Coordination of SD PC globally on PM activities

  • Establish regular meeting with SD PC to ensure PM efforts meet service desk management and PM Service Lead expectations success, quality and performance
  • Responsible for performance of Problem Management activities in the region
  • Report SD PC progress to PM Service Lead during SD PC weekly meeting
1.1.8 Review performance with stakeholders

  • Stakeholders refer to anyone who involves in the Problem Management activities, eg: Service Desk HOD, Service Owner etc
  • Problem Management performance review with Service Desk Head of Domains provides suggestion/recommendation on improvement plan
1.1.9 Identify, initiate and drive the improvement within service desk

  • Identify suggestion, gap in the process by collecting feedback on regular meeting.
  • Set improvement action plan and align with other SD PC on execution.
  • Drive new initiative based on SD PC agreed suggestion.
1.1.10 Training and coaching within SD PC on PM Process

  • Plans, coordinates and deliver the relevant PM trainings to junior SD PC
  • Provide coaching to junior SD PC on PM Knowledge and process
1.1.11 Others

  • Participates in GSN PM Module upgrade projects, perform in-scope tools tests
  • Handle routine request and issues


  • San Francisco, Heredia, Costa Rica Hewlett Packard A tiempo completo

    Job Summary This role is responsible for effectively resolving moderate to complex technical issues encompassing hardware and software across internal and external businesses and end users as well as engaging as a trusted consultant for planning innovative solutions. The role leads representative activities, collaborates to prevent/ mitigate issues,...


  • San Francisco, Heredia, Costa Rica Experian A tiempo completo

    Company DescriptionAbout us, but we'll be briefExperian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we've been...

  • IT Problem Manager

    hace 2 semanas


    San Francisco, Heredia, Costa Rica Citi A tiempo completo

    The role involves extensive interaction, collaboration and facilitation with internal infrastructure teams for causal code solutions as well as client production support teams to assess actual impact. Developed communication and diplomacy skills are required in order to guide, influence and properly inform others, which includes members from other teams and...


  • San Francisco, Heredia, Costa Rica NTT DATA A tiempo completo

    Req ID: 259584We are currently seeking a Application Management Specialist to join our team in Heredia, Heredia (CR-H), Costa Rica (CR).Data Engineer Job DescriptionJOB PURPOSE AND IMPACTThe Data Engineer will design, build and operate high performance data centric solutions utilizing the comprehensive big data capabilities for the company's data platform...


  • San Francisco, Heredia, Costa Rica British American Tobacco A tiempo completo

    BAT is evolving at pace - truly like no other organisation.To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journeyBAT COSTA RICA IS LOOKING FOR A DATA MANAGEMENT SPECIALISTSENIORITY LEVEL:Non-managementFUNCTION: GBS FinanceSALARY RANGE:Excellent benefits +...

  • IT Major Problem Manager

    hace 2 semanas


    San Francisco, Heredia, Costa Rica Citi A tiempo completo

    The Infrastructure Senior Technology Analyst is an intermediate level role responsible for assisting with LAN / WAN and help desk administration activities, including network maintenance, technical guidance, and security in coordination with the Technology Infrastructure team. The overall objective is to use infrastructure technology knowledge and identified...

  • Data Management Analyst

    hace 2 semanas


    San Francisco, Heredia, Costa Rica Experian A tiempo completo

    Company DescriptionExperian is the world's leading global information services company. During life's big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and...

  • User Lifecycle Management

    hace 2 semanas


    San Francisco, Heredia, Costa Rica IBM A tiempo completo

    IntroductionA Technical Support Representatives at IBM is a front-line position supporting our products and making sure they are at their best for our customers. With over 100 years in technology, IBM has built a strong reputation of quality service and this role ensures we continue to deliver on that promise. If you enjoy helping people with technical...

  • HR Payroll Specialist

    hace 2 semanas


    San Francisco, Heredia, Costa Rica Auxis A tiempo completo

    Job Summary:The HR Payroll Specialist will be responsible for performing Payroll and Human Resource related duties for Costa Rica.This position may support the following functional areas: Payroll, benefits administration, New hire process, terminations, Employee Status changes, Policy implementation & monitoring, employment law compliance, company activities...


  • San Francisco, Heredia, Costa Rica Asociación Solidarista de Empleados de Boston… A tiempo completo

    The Labeling Project Specialist will support R&D China Sustaining Engineering organization and collaborate with various departments to ensure effective labeling design & processes. Responsibilities include coordination and creation of the packaging and labeling artwork as well as the supporting functions for review and approval of artwork and content. Works...

  • Paid Search Specialist

    hace 2 semanas


    San Francisco, Heredia, Costa Rica 360training A tiempo completo

    360Training is seeking a Paid Search Specialist to join our Acquisition and Media team to create and manage paid campaigns across our digital marketing platforms.Key Responsibilities: Manage and grow paid campaigns across multiple campaign types (e.g. Search, Display, Video, Social, Remarketing) Analyze and report on campaign progress with indepth analysis...

  • Change Manager Specialist

    hace 2 semanas


    San Francisco, Heredia, Costa Rica Object Technology Solution A tiempo completo

    OTSI (Object Technology Solutions, Inc) has an immediate opening for a Change Manager Specialist.CHANGE MANAGER SPECIALIST (HYBRID)SKILLS AND ABILITIES REQUIRED: The main skill is being proactive and selfstarter, a "cando" attitude is a must in our team since we are in fast paced, changing environment. Ability to operate without guidance Able to handle...


  • San Francisco, Heredia, Costa Rica AbbVie A tiempo completo

    Company Description**Responsibilities: - Investigate and problem solve for patients experiencing escalated issues such as disadvantaged or complex access, savings card/copay card challenges or non-preferred formulary issues. Where necessary, complete a benefit investigation, contact the HCP and/or patient or potentially the filling pharmacy or payor. Quickly...


  • San Francisco, Heredia, Costa Rica Experian A tiempo completo

    Full-timeEmployee Status: RegularRole Type: HybridDepartment: Customer ServiceSchedule: Full TimeShift: Day ShiftCompany Description:About us, but we'll be briefExperian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. We are thrilled to share that...

  • Client Review Specialist

    hace 2 semanas


    San Francisco, Heredia, Costa Rica Eagan Immigration PLLC A tiempo completo

    We are looking for a Client Review Specialist to help current clients review and finalize their immigration forms and declarations prior to filing with USCIS. The Client Review Specialist will demonstrate compassion and empathy for the client, provide detailed and informed information to the clients from attorneys, and share a comprehensive debrief of the...


  • San Francisco, Heredia, Costa Rica Thermo Fisher Scientific A tiempo completo

    Customers globally rely on our extensive range of products and services—from life-saving medicines to lab essentials to next-generation instruments. Our Operations team leverages our PPI (Practical Process Improvement Business System) to manufacture and produce these products and continuously improve productivity and quality all while contributing to our...


  • San Francisco, Heredia, Costa Rica Experian A tiempo completo

    Full-timeEmployee Status: RegularRole Type: HybridDepartment: Data ManagementSchedule: Full TimeCompany Description:Ready to make a difference? Experian has evolved into a global tech company and leader in data and analytics. We're passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and...


  • San Francisco, Heredia, Costa Rica Philip Morris International A tiempo completo

    Be part of a revolutionary changeAt PMI, we are undergoing an incredible transformation to create a smoke-free future. Join us and be part of this exciting journey.With this significant change comes great opportunities. Regardless of where you join us, you will have the freedom to innovate and implement better solutions while advancing your career in various...

  • Specialist, Fp&a

    hace 2 semanas


    San Francisco, Heredia, Costa Rica BAXTER A tiempo completo

    This is where you save and sustain livesAt Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.Baxter's products and therapies are found in almost...

  • Client Review Specialist

    hace 2 semanas


    San Francisco, Heredia, Costa Rica Eagan Immigration PLLC A tiempo completo

    We are looking for a Client Review Specialist to help current clients review and finalize their immigration forms and declarations prior to filing with USCIS. The Client Review Specialist will demonstrate compassion and empathy for the client, provide detailed and informed information to the clients from attorneys, and share a comprehensive debrief of the...