IT Problem Management Analyst

hace 5 días

Heredia, Costa Rica Experian A tiempo completo

Company Description
Experian 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 access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organisations to prevent identity fraud and crime.

We have 20,000 people operating across 44 countries and every day we’re investing in new technologies, talented people, and innovation to help all our clients maximise every opportunity.

**Job Description**:
We are currently recruiting for a Problem Management Analyst in the Service Management team. Problem Management is responsible for identifying and understanding the underlying causes of an incident as well as identifying the best method to eliminate that root cause. Involves also the oversight and management of service impacting outages for NA Problem Management. This position will leverage support best practices and process frameworks, such as ITIL, to drive continual process improvements, while also working alongside and complementing the other Service Management disciplines of Incident Management, Change Management, Release Management and Service Level Management to provide an effective and reliable Service Management solution for Experian.
**What you´ll do**:

- Manage the incident problem management lifecycle, coordinating Incident review meetings with key technical partners and stakeholders, identifying the incident root cause and assign, manage and track all corrective actions towards avoiding a repeat, capturing key learnings to improve processes and best known practices; a ensuring SLAs and key indicators are meet while using Agile/scrum best practices.
- Central point of contact for GTS Problem Management, including advice on process & procedures and assistance with any inquiries, issues, and concerns.
- Maintaining problem management process and metrics to established service level objectives.
- Liaison with business divisions and GTS departments on the provision and maintenance of effective processes and procedures.
- Through regular auditing of problem information, ensure that processes and procedures are being adhered to.
- Working closely with colleagues in Incident, Change, Configuration, and Knowledge Management to ensure consistent and effective process improvements. This involves coordinating with separate technical teams, structuring investigations and working with the respective support teams to ensure accurate and timely information is disseminated. Furthermore, the team is responsible for problem management follow up actions following an incident.

Qualifications**
What your background looks like**:

- Bachelor’s degree or equivalent experience
- 2-3 years of relevant experience of ITIL 'Best Practice' or Service Management specifically Problem Management
- Incident analysis and trending experience
- Experience in defining process metrics and KPIs
- Experience in IT environments; previous infrastructure support experience a plus
- Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences including Senior Management.
- English proficiency, spoken and writing
- Agile/Scrum knowledge
- Proficiency using Service Now for ticket logging, tracking and reporting
- Excellent analytical and reporting skills, experience on data analysis using Power BI is a plus
- Proven skills in collaborating with other teams, both technical and non-technical
- A Strong customer centric orientation with the ability to work effectively with diverse teams
- Self-starter with strong technical skills and ability to learn new technologies quickly
**Beneficial skills**:

- ITIL Foundation level or above preferred
- Broad technical and/or operational knowledge of Experian infrastructure
- Database skills and Website skills

LI-MB2

Additional Information

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

  • IT Problem Management Analyst

    hace 2 semanas

    Heredia, Costa Rica Experian A tiempo completo

    Company Description Experian 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...

  • IT Problem Management Analyst

    hace 4 días

    Heredia, Costa Rica Experian A tiempo completo

    Company Description Experian 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...

  • IT Problem Management Analyst

    hace 5 días

    Heredia, Costa Rica Experian A tiempo completo

    Company Description Experian 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...

  • Problem Management Analyst

    hace 7 meses

    Heredia, Costa Rica Experian A tiempo completo

    Company Description **About us, but we’ll be brief** Experian 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...

  • Senior Problem Management IT Administrator

    hace 2 semanas

    Heredia, Costa Rica Experian A tiempo completo

    Company Description Experian 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...

  • IT Problem Manager

    hace 6 días

    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...

  • IT Major Problem Manager

    hace 7 días

    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...

  • Problem Management Specialist

    hace 7 meses

    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,...

  • IT Problem Manager

    hace 2 semanas

    Heredia, Costa Rica Citi A tiempo completo

    Citi is the world leader in the financial services sector with 250,000 employees, handling over 200+ million customer accounts while operating in over 190 countries with 16,000+ offices worldwide. Are you someone who strives to get to the bottom of any situation? Are you someone who is not comfortable with unknowns? Do you have an innately investigative and...

  • Problem Management Specialist

    hace 1 día

    Heredia, Costa Rica DHL A tiempo completo

    PROBLEM MANAGEMENT SPECIALIST Purpose: 1. Full command of the Problem Management process in DPDHL, as well as PRS techniques (Kipling, 5 times why, Ishikawa diagram, PDCA, etc). 2. Single Point of Contact in the region (Americas) for everything related to Problem Management at a Global level. 4. Hold monthly meetings with the EUS teams in America to...

  • Problem Manager

    hace 1 semana

    Heredia, Costa Rica Experian A tiempo completo

    Company Description **About us, but we’ll be brief** Experian 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...

  • Itam Analyst

    hace 2 semanas

    Heredia, Costa Rica Moody's Investors Service A tiempo completo

    Imagine what we can INSPIRE with you Moody’s empowers people to make better decisions and achieve brighter futures. This is what motivates us to bring out the best in our products and our people. Join us. Forward Together. Department Moody’s Corporation Moody’s Shared Services Finance/Procurement Role/Responsibilities Overview: The ITAM Analyst...

  • Itam Analyst

    hace 1 día

    Heredia, Costa Rica Moody's Investors Service A tiempo completo

    Overview: The ITAM Analyst applies the understanding of software, hardware, license models, and request management to manage the software catalog and software license entitlement positions for the organization. They will work collaboratively to define and support best practices, drive adherence to process, and coordinate IT Asset Software related...

  • Itam Analyst

    hace 1 día

    Heredia, Costa Rica ZM Financial Systems A tiempo completo

    Imagine what we can INSPIRE with you Moody’s empowers people to make better decisions and achieve brighter futures. This is what motivates us to bring out the best in our products and our people. Join us. Forward Together.- - Moody’s Shared Services are the front line professionals including Finance, Technology, Legal, Compliance and Human Resources,...

  • Data Management Analyst

    hace 1 semana

    Heredia, Costa Rica BCD Travel Corporate A tiempo completo

    **Data Management Analyst** - Full-time, (home) based in Costa Rica_ We’re BCD Travel, one of the world’s leading corporate travel management companies with offices around the globe. We help our clients travel smart and achieve more. People join our company because we provide a dynamic work environment, where no two days are the same. And our people...

  • Application Management Analyst

    hace 2 días

    Heredia, Costa Rica SGF Global A tiempo completo

    **Application Management Analyst (Remote)** **Heredia, Costa Rica** SGF Global is looking for a Application Management Analyst, for IT enterprise in Heredia, Costa Rica. **Position overview**: **Requirements**: - Bachelor’s degree in computer science, information technology - At least 1-3 years of experience working with Linux. - At least 1 year...

  • Data Management Analyst

    hace 1 semana

    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 journey!** **BAT COSTA RICA** **IS LOOKING FOR A DATA MANAGEMENT JUNIOR ANALYST** **SENIORITY LEVEL**:Non-management **FUNCTION**:...

  • Sr. Manager, Problem and Demand Management

    hace 7 meses

    Heredia, Costa Rica AlignTech A tiempo completo

    **Join a team that is changing millions of lives.** - Transforming smiles, changing lives_ At Align Technology, we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have...

  • IT Analyst, Infrastructure and Security

    hace 9 meses

    Heredia, Costa Rica Stryker Corporation A tiempo completo

    **Why join Stryker?**: Our total rewards package offering includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards - not to mention various social and recreational activities, all of which are location specific. **Know someone at Stryker?**: **Who we Want**: - ** Dedicated...

  • Data Management Analyst

    hace 7 días

    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 journey!** **BAT COSTA RICA IS LOOKING FOR A DATA MANAGEMENT ANALYST** **SENIORITY LEVEL**:Non-management **FUNCTION**: DBS-Finance **SALARY...