Process Specialist

Zensar•Dallas, TX

19h•$72,372 - $100,109•Onsite

About The Position

Zensar is looking for an experienced professional with expertise in Major Incident Management, Problem Management, and Service Request Management. The ideal candidate will drive critical incident resolution, lead root cause analysis, manage stakeholder communications, and design/improve service request and catalog workflows to ensure seamless IT service delivery and operational excellence.

Requirements

Major Incident Management expertise
Problem Management expertise
Service Request Management expertise
Masters in Information Technology

Nice To Haves

Experience in banking and financial services, high-tech and manufacturing, healthcare, insurance, retail, and consumer services industries.

Responsibilities

Leveraging technology to issue all communications and providing key stakeholder management
Act as the central point of contact during major incidents, ensuring effective communication and coordination among all stakeholders, including technical teams, service desks, and management.
Quickly assess the severity and impact of the incident to prioritize actions and allocate resources effectively.
Oversee the technical resolution process, ensuring that appropriate teams are engaged and working collaboratively to resolve the issue as quickly as possible.
Maintain detailed records of the incident, including timelines, actions taken, and lessons learned, to improve future incident management processes.
Continuously review and refine incident management processes to enhance efficiency and effectiveness.
Provide timely updates to stakeholders, including end-users and senior management, about the status, progress, and expected resolution time of the incident.
Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution
Being accountable for resolving the outage via workaround or permanent fix
Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
Supporting and nurturing process improvements and knowledge base improvements
Continually maintaining and developing tools and resources to manage major incidents effectively
Providing periodic major incident metrics reports
Participate in weekly/Monthly on-call rotation
Respond timely to messages from Service Desk to join the Crisis/High Priority Bridge
Facilitate the Crisis/High Priority Bridge Line
Work with the Application/Service Owner or Crisis Coordinator to gather current details and craft messages for update
Manage communication during the lifecycle of the Crisis (see Communication Guidelines)
Post update messages to the IT Status Page
Text update messages to pre-determined group lists
Ensure timely communication to the community
Filter distractions that would hinder or slow down the efforts of the troubleshooting team
Consult with Executive Leadership (CIO/DCIOs) for decision guidance, as necessary
Resolve Major Incident record
Inform Service Desk and community when resolution is implemented and service is restored
Knowledge on Service Request and Catalog Management module
Good understanding of service request and catalog items
Knowledge on analyzing the standard and non-standard requirements
Design workflows for Service Request and catalog
Requirement gathering for new Service Request and catalog
Identify and analyze recurring incidents to detect underlying problems.
Conduct detailed investigations and root cause analysis (RCA) to determine the origin of problems.
Utilize problem management tools and techniques to track and manage problems.
Develop and implement solutions or workarounds to mitigate or resolve problems.
Collaborate with technical teams, developers, and other relevant stakeholders to facilitate problem resolution.
Ensure that problems are resolved effectively and within the agreed-upon timelines.
Document problem records, including root cause analysis, resolution steps, and lessons learned.
Prepare and present reports on problem management activities, including trends, performance metrics, and improvement opportunities.
Maintain accurate and up-to-date records in problem management systems.
Identify opportunities for process improvements in problem management practices.
Participate in post-incident reviews and contribute to the development of preventive measures.
Facilitate knowledge sharing and promote best practices across the organization.
Communicate effectively with stakeholders, including incident managers, service desk staff, and business users, to keep them informed about problem status and resolution progress.
Provide guidance and support to teams involved in problem resolution.
Ensure that problem management activities adhere to organizational policies, standards, and best practices.
Stay informed about industry trends and emerging technologies related to problem management.