IT Service Management Specialist
hace 3 días
**About Us**
Experian is a leading global information services company that empowers individuals and organizations to make informed decisions.
We help consumers manage their data with confidence, providing access to financial services, businesses to make smarter decisions, lenders to lend more responsibly, and organizations 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 maximize every opportunity.
Job Overview:
We are currently recruiting for a Problem Management Analyst in the Service Management team.
The successful candidate will be responsible for identifying and understanding the underlying causes of incidents and identifying the best method to eliminate those root causes.
This position will leverage support best practices and process frameworks, such as ITIL, to drive continual process improvements while working alongside and complementing other Service Management disciplines.
Main Responsibilities:
- Manage the incident problem management lifecycle, coordinating Incident review meetings with key technical partners and stakeholders.
- Identify incident root cause and assign, manage, and track corrective actions towards avoiding a repeat.
- Capture key learnings to improve processes and best known practices ensuring SLAs and key indicators are met.
- Maintain problem management process and metrics to established service level objectives.
- Liaise 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.
- 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.
- Incident analysis and trending experience.
- Experience in defining process metrics and KPIs.
- 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.
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