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IT Service Resolution Analyst

hace 1 semana

San Francisco, Heredia, Costa Rica Experian A tiempo completo

**Job Description**:

We are currently recruiting for a Problem Management Analyst in the Service Management team at Experian. As a Problem Management Analyst, you will be responsible for identifying and understanding the underlying causes of an incident as well as identifying the best method to eliminate that root cause.

This role involves overseeing and managing service impacting outages for NA Problem Management, leveraging support best practices and process frameworks, such as ITIL, to drive continual process improvements. You will also work closely with colleagues in Incident, Change, Configuration, and Knowledge Management to ensure consistent and effective process improvements.

**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;
  • Act as the central point of contact for GTS Problem Management, including advice on process & procedures and assistance with any inquiries, issues, and concerns;
  • Maintain problem management process and metrics to established service level objectives;
  • Act as the liaison with business divisions and GTS departments on the provision and maintenance of effective processes and procedures;
  • Audit problem information frequently, ensuring that processes and procedures are being adhered to;
  • Work closely with colleagues in Incident, Change, Configuration, and Knowledge Management to ensure consistent and effective process improvements.

**Requirements**:

  • Bachelor's degree or equivalent experience;
  • 2-3 years of relevant experience of ITIL 'Best Practice' or Service Management specifically Problem Management;
  • Previous experience with Incident analysis and trending;
  • Previous experience in defining process metrics and KPIs;
  • Previous experience in IT environments, 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;
  • 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.