Global Services Problem Analyst

Reyes Holdings • Rosemont, IL

1d

About The Position

Position Responsibilities:
Drive root cause analysis and continuous improvements in problem management by conducting review meetings, assigning and monitoring corrective actions, and streamlining processes
Develops and maintains problem management policies, procedures, processes, and documentation related to problem management tools
Creates metrics and reporting for measuring corrective action success and the impact the corrective actions have by reducing mean time to resolve incidents and the number of incidents throughout the environment
Provides governance and oversight for the root cause analysis processes between technical teams
Ensure adherence to Problem Management process and service level expectations (SLEs) through monitoring and escalation where needed
Creates development opportunities for employees to ensure that problem management policies and processes are being adhered to
Other duties as assigned
Required Education and Experience:
Bachelor’s Degree in Computer Science or related IT field and 3 plus years of related experience in Global/Enterprise Support, Business Processes and/or Change Management or High School Diploma/General Education Degree (GED) and 6 plus years of specific experience
ITILv4 certified or demonstrate knowledge of ITIL best practices
Preferred Education and Experience:
Bachelor’s Degree
ITIL Intermediate and/or PMP Certification

Requirements

• Bachelor’s Degree in Computer Science or related IT field and 3 plus years of related experience in Global/Enterprise Support, Business Processes and/or Change Management or High School Diploma/General Education Degree (GED) and 6 plus years of specific experience
• ITILv4 certified or demonstrate knowledge of ITIL best practices

Nice To Haves

• Bachelor’s Degree
• ITIL Intermediate and/or PMP Certification

Responsibilities

• Drive root cause analysis and continuous improvements in problem management by conducting review meetings, assigning and monitoring corrective actions, and streamlining processes
• Develops and maintains problem management policies, procedures, processes, and documentation related to problem management tools
• Creates metrics and reporting for measuring corrective action success and the impact the corrective actions have by reducing mean time to resolve incidents and the number of incidents throughout the environment
• Provides governance and oversight for the root cause analysis processes between technical teams
• Ensure adherence to Problem Management process and service level expectations (SLEs) through monitoring and escalation where needed
• Creates development opportunities for employees to ensure that problem management policies and processes are being adhered to
• Other duties as assigned

Benefits

• Medical
• Dental
• Vision coverage
• Paid Time Off
• Retirement Benefits
• complimentary Health Screenings

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level