Senior Problem Management It Administrator

hace 9 horas

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 Senior Problem Management IT Administrator 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.
**Key Responsibilities**
- 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.
- Perform data analysis to find communalities/trends using tools such Service now reports/Power BI or other tools to drive proactive problem management while working with technical teams to find solutions.
- As senior member of the team, it is expected to help tracking of performance KPI's during weekly operations meetings and making sure all processes are correctly followed by team members and make sure an adequate Data Quality of the incident tickets handed over by the Experian Global Operations Center.
- Create Monthly Reporting and KPI's for Senior management and business unit.
- Central point of contact for EITS 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.
Deliver RCA's to TSSR's and business units within 5 business days.
- Liaison with business divisions and EITS departments on the provision and maintenance of effective processes and procedures.
- Assist EITS and BU teams on escalation process related to any work that is related to incidents/problems/tasks/known errors, also proactive activities of current issues that need to be addressed asap to avoid client impact
- Through regular auditing of problem information, ensure that processes and procedures are being adhered to.
- Develop solutions through automation tools such as a Automation Anywhere to reduce manual processing or provide assistance in any step of the problem management lifecycle.
Provide support and maintenance for current automation solutions, including modifications to eliminate and/or add new futures.
Qualifications**
What your background looks like**:

- Bachelor's degree or 5 years of relevant experience
- English proficiency, spoken and writing.
- Agile/Scrum knowledge
- Proficiency using Service Now for ticket logging, tracking and reporting.
- Practical experience and/or understanding of ITIL 'Best Practice' or Service Management specifically Problem Management.
- Experience in defining process metrics and KPIs
- Incident analysis and trending experience.
- ITIL Foundation level or above preferred.
- Excellent analytical and reporting skills, experience on data analysis using Power BI is 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.
- Proven skills in collaborating with other teams, both technical and non-technical.
- Experience in development of automated solution using automation anywhere is a plus.
- Database skills and Website skills a plus.
- 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
- Preferred but not required broad technical and/or operational knowledge of Experian infrastructure.
Additional Information

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