IT Problem Management Specialist

hace 4 días


San Francisco, Heredia, Costa Rica Experian A tiempo completo

At Experian, we're driven by a passion to help people manage their data with confidence.

We empower consumers and our clients to make informed decisions, whether it's buying a home, sending a child to college, or growing a business.

Our Service Management team plays a critical role in ensuring the smooth operation of our services. As a Problem Management Analyst, you'll be part of this dynamic team.

About the Role

You'll be responsible for identifying and understanding the underlying causes of incidents, as well as implementing corrective actions to prevent future issues.

This involves coordinating with key technical partners and stakeholders, conducting root cause analysis, and developing process improvements.

You'll also be the central point of contact for GTS Problem Management, providing guidance on process and procedures and assisting with inquiries, issues, and concerns.

Liaising with business divisions and GTS departments is also a key aspect of this role, ensuring effective processes and procedures are in place.

You'll work closely with colleagues in Incident, Change, Configuration, and Knowledge Management to ensure consistent and effective process improvements.

This requires strong analytical and reporting skills, as well as excellent written and verbal communication skills.

You'll need to effectively tailor complex information to various audiences, including senior management.

A Strong customer centric orientation and ability to work effectively with diverse teams is essential.

About You

We're looking for a self-starter with strong technical skills and the ability to learn new technologies quickly.

You'll need to have experience with ITIL 'Best Practice' or Service Management specifically Problem Management, incident analysis and trending, and defining process metrics and KPIs.

Experience in IT environments, previous infrastructure support, and proficiency using Service Now for ticket logging, tracking, and reporting are all highly desirable.

You'll also need to have Agile/Scrum knowledge, excellent analytical and reporting skills, and proven skills in collaborating with other teams, both technical and non-technical.

What We Offer

As a Problem Management Analyst at Experian, you'll have the opportunity to work on challenging projects and develop your skills and expertise.

You'll be part of a dynamic team that values collaboration, innovation, and continuous improvement.

We offer a range of benefits, including opportunities for professional development, flexible working arrangements, and a supportive and inclusive work environment.



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