Quality Controls Assistants / Trainees (Male)
Jafferjee Brothers Exports (Pvt) Ltd
Category: it services
Location: remote remote united states
Ellumen, named a top workplace by the washington post, is a small business headquartered in silver spring, marylandWe provide a broad spectrum of information technology and ancillary services to government and commercial customers primarily within the healthcare delivery domainWe seek an itil problem manager to oversee and manage all task order activities and deliverables related to problem management for the u.sDepartment of the treasury comptroller of the currency (occ) information and technology and services (its) service development lifecycle (sdlc) program.
The itil problem manager will support articulating and implementing a consistent, integrated and aligned approach for the governance of enterprise it in compliance with the treasury office of the occ's existing it service delivery framework (sdf).
Responsibilities include, but not limited to:
Identify and classify problems and their root causes and provide timely resolution to prevent recurring incidents in accordance with the enterprise problem management plan
Provide recommendations for improvement to services with the purpose of increased availability, improved service levels, reduced costs, and improved customer convenience and satisfaction by reducing the number of operational problems.
Define and implement criteria and procedures to report problems identified, including problem classification, categorization, and prioritization.
Investigate and diagnose problems using relevant subject matter experts to assess and analyze root causes.
Create known-error records and an appropriate workaround and identify potential solutions.
Identify and initiate sustainable solutions addressing the root cause and submit change requests via the established change management process if required to resolve errorsEnsure that the personnel affected are aware of the actions taken and the plans developed to prevent future incidents from occurring.
Perform proactive problem managementCollect and analyze operational data (especially incident and change records) to identify emerging trends that may indicate problemsLog problem records to enable assessment in accordance with the enterprise problem resolution team procedure and escalation procedure.
Participate in and assist with the facilitation of ad-hoc and recurring meetings pertaining to problem managementManage the logistics, such as scheduling and meeting planning, venue reservation, setting agendas and taking meeting minutes.
Revise and maintain a problem management plan, policies, processes and procedures that reflect itil best practices.
Develop, measure, and analyze critical success factors (csf) and key performance indicators (kpi), and design and generate metric reports.
Develop status and performance reports for staff and senior management.
Develop broadcast messages and presentations, and conduct briefings to address program changes, highlight key events and program results.
Develop training plans and training materials and conduct training on a scheduled and ad hoc basis.
Provide individualized instruction for it staff and contractors on the problem management key process areas, associated templates and procedures.
Develop, enhance, operate and maintain problem management system/tools and interfaces with other tools (e.g., change, configuration, and incident management systems).
Support the management of the cmdb and reporting of all ci exceptions and data discrepancies
Identify opportunities to (continuously) improve, schedule and implement improvements at predefined intervals and on an ad-hoc basis.
Operate and maintain the problem management module and associated interfaces in servicenow.
Upgrade, maintain and use a known error database (kedb) for problem management.
Perform incident trend analysis to identify problems and perform proactive problem management activities.
Provide guidance for conducting root cause analysis (rca), evaluate the rcas provided by problem analysts and conduct incident trend analysis to determine whether a problem needs to be recorded in accordance with the rca procedure.
Analyze problems to verify correct prioritization and categorization in accordance with the problem escalation procedure
Minimum of 5 years of combined experience with problem management and itil service management implementation preferably in servicenow.
Bachelor's degree in an it-related field
Itil 4 foundation certification preferred
Familiarity with the u.sDepartment of the treasury office of the comptroller of the currency (occ) information and technology and services (its)