IT Operations Specialist

hace 4 días

San Francisco, Heredia, Costa Rica Experian A tiempo completo

**Company Overview**

Experian is the world's leading global information services company. Our mission is to empower consumers and clients to manage their data with confidence, helping individuals take financial control and access financial services, businesses make smarter decisions, lenders lend more responsibly, and organisations prevent identity fraud and crime.

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

**Job Description**

We are currently recruiting for a Problem Management Analyst in the Service Management team. The team is responsible for identifying and understanding the underlying causes of incidents, as well as identifying the best method to eliminate those root causes.

The role will involve managing the incident problem management lifecycle, coordinating Incident review meetings with key technical partners and stakeholders, identifying incident root cause, assigning, managing, and tracking corrective actions towards avoiding repeats, capturing key learnings to improve processes and best known practices, ensuring SLAs and key indicators meet while using Agile/scrum best practices.

This position will also require maintaining problem management process and metrics to established service level objectives, liaising with business divisions and GTS departments on the provision and maintenance of effective processes and procedures.

In addition, the team will be responsible for problem management follow-up actions following an incident, requiring close collaboration with colleagues in Incident, Change, Configuration, and Knowledge Management to ensure consistent and effective process improvements.

**Key Responsibilities**

• Manage the incident problem management lifecycle, coordinating Incident review meetings with key technical partners and stakeholders

• Identify incident root cause, assign, manage, and track corrective actions towards avoiding repeats

• Capture key learnings to improve processes and best known practices

• Ensure SLAs and key indicators meet while using Agile/scrum best practices

• 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

• Collaborate closely with colleagues in Incident, Change, Configuration, and Knowledge Management to ensure consistent and effective process improvements

**Required Skills and Qualifications**

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

**Benefits**

Medical, life, and dental insurance

Asociación Solidarista

International Share Save Plan

Flex Work/Work from home

Paid time off

Annual Performance Bonus

Education Reimbursement

Family Bonding

Bereavement Leave

Referral Program

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