Lass uns über deine Expertise reden!
Wie wäre es mit einem neuen Projekt? Möchtest du dein Expertenwissen einbringen und neue Kollegen treffen? Wir pushen dich! Sollte heute für dich kein passendes Projekt dabei sein, so klappt es an einem anderen Tag. Wir aktualisieren die Seite täglich.
Passt das zu dir?
VW Financial - Problem Manager (DE)
[1375]
We are looking for a Problem Manager Objective: To ensure Problem Management Process activities are performed, identifying Opportunities for improvement, and audits the use of the process on an operational level. RESPONSIBILITIES ·Ensures Problems are properly identified (both proactive and reactive), classified and logged by Problem Analysts ·Ensures IT managers or Team Leads are properly identifying and committing resources to perform all Problem Management activities ·Ensures that the individual activities of the process are carried out with regards to agreed service quality levels ·Ensures Problem Analysts are adhering to the Problem Management Process ·Provides status updates on problems and known errors ·Provides guidance, direction and coaching on Problem Management activities ·Contributes to Continuous Process Improvement activities by identifying training opportunities for Problem Management team, improvement opportunities for the tools and ·improvement opportunities for the process ·Functions as point of escalation for Problem Management Analysts ·Conducts Problem Reviews ·Responsible for liaising with and providing reports to other Service Management functions ·Works with Service Desk, Incident Management, etc. and Problem Analyst(s) to determine whether to perform Root Cause Analysis or to implement identified solutions ·Coordinates with Incident Management, Change Management, and Configuration ·Management to ensure correct and consistent data is provided to the Problem Management process ·Coordinates Problem Analysts’ time for problem resolution and proactive analysis ·Tracks status of Requests For Change (RFCs) initiated by Problem Management ·Estimates “cost” of solutions KEY SKILLS AND COMPETENCIES ·Strong communication and presentation skills ·Technical knowledge ·Good understanding of statistical and analytical principles and processes ·5-8 years of ITSM experience in Problem and other processes ·ITIL 4 Foundation Trained or Certificate ·Capable to collaborate with Multiple Technical towers, face the Customer, coordinate with the Vendors Have we piqued your interest? Then please contact Kerstin Pidde or Frank Giese.
- Ensures Problems are properly identified (both proactive and reactive), classified and logged by Problem Analysts
- Ensures IT managers or Team Leads are properly identifying and committing resources to perform all Problem Management activities
- Ensures that the individual activities of the process are carried out with regards to agreed service quality levels
- Ensures Problem Analysts are adhering to the Problem Management Process
- Provides status updates on problems and known errors
- Provides guidance, direction and coaching on Problem Management activities
- Contributes to Continuous Process Improvement activities by identifying training opportunities for Problem Management team, improvement opportunities for the tools and
- improvement opportunities for the process
- Functions as point of escalation for Problem Management Analysts
- Conducts Problem Reviews
- Responsible for liaising with and providing reports to other Service Management functions
- Works with Service Desk, Incident Management, etc. and Problem Analyst(s) to determine whether to perform Root Cause Analysis or to implement identified solutions
- Coordinates with Incident Management, Change Management, and Configuration
- Management to ensure correct and consistent data is provided to the Problem Management process
- Coordinates Problem Analysts’ time for problem resolution and proactive analysis
- Tracks status of Requests For Change (RFCs) initiated by Problem Management
- Estimates “cost” of solutions
- Strong communication and presentation skills
- Technical knowledge
- Good understanding of statistical and analytical principles and processes
- 5-8 years of ITSM experience in Problem and other processes
- ITIL 4 Foundation Trained or Certificate
- Capable to collaborate with Multiple Technical towers, face the Customer, coordinate with the Vendors