Senior Problem Manager

Role Description

Experian Consumer Services – Careers That Define “What’s the Next Big (Data) Thing” for Consumers?

As the Senior Problem Manager, you will be the subject matter expert for our growing engineering teams. The primary responsibility of this role will be Problem Management (driving root cause analysis investigations) and some metrics reporting responsibilities.

What you’ll be doing:

• Learn and become the subject matter expert for the ECS IT Service Management processes: Problem Management
• Become fluent in the Problem Management process and supporting documentation and tools
• Effectively identify and manage risk to production environments associated with all Problem Management activities
• Evaluate and make recommendations on improving the Problem Management process
• Mentor and guide engineering teams on Problem Management
• Navigate and manage conflict with people, process, and technology
• Create and enforce policies, standards and supporting documentation
• Apply best practices in Service Management
• Collaborate within and outside of the Service Management organization at all levels to achieve goals and objectives
• Serve as a Problem Manager to drive these Problem Management activities: problem identification, root cause analysis (RCA), post-mortems, Continual Service Improvement (CSI), corrective actions, and Problem Management reporting
• Develop and author robust external facing Root Cause Analysis (RCA) documents in a customer friendly and consumable manner
• Develop strong metrics and KPIs and how to display them and achieve goals
• Ensure documentation is accurate and up-to-date
• Ensure that the Service Levels are respected
• Provide timely and frequent updates to ECS Service Management Group
• Demonstrate critical thinking capabilities and follow through with risk mitigation and open/pending tasks until they are fully completed
• Be the ITSM/ITIL Champion for Experian Consumer Services

Qualifications

• 5+ years of experience as an ITIL Problem Manager in a large matrixed organization
• Demonstrated success of administering Problem Management and risk mitigation
• Experience with common ITSM tools including: JIRA, Service Now, and Confluence
• Strong understanding of ITIL Problem Management
• Excellent coordination skills to manage complex IT technical investigations
• Organizational skills to be able to keep up and improve RCAs
• ITIL v3/4 Foundations certified, prefer intermediate or advanced ITIL certifications
• Bachelor’s Degree in Computer Science or related field (or equivalent job experience)
• Excellent written and verbal communication skills and proficient in English

Benefits

• Experian's culture and people are important differentiators
• Focus on DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering
• Award-winning people first approach
• World's Best Workplaces™ 2024 (Fortune Top 25)
• Great Place To Work™ in 24 countries
• Glassdoor Best Places to Work 2024