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W.W. Grainger - Jacksonville, FL
posted 18 days ago
The Business Analyst (Problem Manager) is responsible for defining and managing the rapid resolution of high priority Incidents and Problems within the Grainger Technology Group. The Problem Manager will ensure that Problem Management SLAs are met and that teams are assigned to problems based on the predetermined priority and impact matrix. The Problem Manager will work with multiple cross functional GTG teams and Stakeholders to proactively prevent service interruption while leading and providing support for Critical events (escalations/Code Reds). This position requires an in-depth understanding of ITIL and ITSM process and the ability to use data and analytics to improve resolution of problem records.