Job Description

The Role

IT Problem Manager:

Ability to work in a hybrid situation 2-3 days a week in the Broomfield, CO office and the other days work from home.  Currently, we are 100% work from home due to covid but once we can open our campus back up, we'd like this person to work a couple of days a week from the office.
The Problem Manager will design, document, implement, and enforce Problem Management processes and procedures based on ITIL standards and industry best practices.
Primary objectives are implementing preventative measures that will stop service-impacting incidents from happening, eliminating recurring incidents, and minimizing the impact of incidents that cannot be prevented. The position will coordinate, prioritize, track, escalate, and report cross-functional root cause analysis results of critical and recurring incidents through the dissemination of workarounds and/or permanent corrective actions.
Additionally, the Problem Manager will oversee in-depth investigations into critical and recurring incidents to minimize and/or prevent future service impacting events as well as identify underlying issues and develop effective responses and measures to eliminate the root cause of issues.
The actual resolution of the problem occurs within the appropriate technical support team. The Problem Manager also monitors and reports service performance and identifies opportunities for continuous improvement

The Main Responsibilities

Coordinate ITIL problem management activities ensuring root cause and prevention is identified
Following service-impacting incidents, initiate the Problem Management process to allow quicker diagnosis and resolution.
Prepare statistics, KPI, and trend reports for use in the problem management process. Identify problems by utilizing these reports and focus on optimizing processes
Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently
Coordinate, convene and facilitate major incident and problem review meetings
Ensure the problems progress through the Problem Management process in a timely and prioritized fashion
Create and publish knowledge articles regarding major service disruptions
Ensure that the problem management information is accurate, reflects true root cause, and is tracked until a permanent solution is deployed
Investigate incident trends and prepare risk evaluation based on results of the trend analysis
Ensure recurring incident resolution is addressed with urgency
Manage and maintain information stored in the problem database

What We Look For in a Candidate

3 years working experience as a Problem Manager
ITIL Certification
Strong analytical skills
Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment
Proven track record of working collaboratively to improve the customer’s experience
Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels
Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, architects, and business users
Able to manage relationships with peers and managers as it relates to support and services
Ability to navigate complexity and create collaborative, cross-functional solutions
Strong communication, presentation, and relationship management skills
Able to translate complex issues in an understandable, organized way
Positive team player attitude with excellent verbal and written communication skills
High degree of organizational skill

 Education:

Technical degree preferred, or equivalent work experience plus one recent ITIL level certification
Working knowledge of ITIL best practices related to Service Operations, Continual Service Improvement, or Service Management
Experience with ServiceNow Incident/Problem/Change ticketing system is preferred
Working knowledge of Windows OS and strong Microsoft Office skills including Word, Excel, etc…