PROBLEM MANAGER

Problem Manager

Manages the complete lifecycle of all IT-related issues, from detection to resolution, establishes and manages target dates for problem-related tasks, ensuring that all issues are addressed and resolved promptly in accordance with the Global IT Problem Management Standard.

Functions

• Analyzes incidents to identify underlying issues and prevent recurrence, contributing to the overall stability of IT services. Conducts a proactive review of previous incidents and problems to initiate the problem management process.
• Ensures that a Problem Record is created from an Incident and, in cases where multiple Problem Records are required, that assignment to the respective problem owners is completed by appropriately linking the Incident Record(s).
• Ensure that all necessary information, mandatory fields, updates are reflected in the ServiceNow issue log and the closure of all issue-related tasks with the required details.
• Provide effective communication with all stakeholders to ensure understanding and alignment on the status and resolution of issues and support stakeholders in problem management, and take a leadership role in improving data quality.
• Participate in documenting requirements and support the delivery of training programs, ensuring that all stakeholders have the necessary skills and knowledge to effectively participate in the problem management process.

Bachelor's degree or equivalent.

Proficiency in English is required.

Strong knowledge of ITSM disciplines and frameworks, specifically ITIL, is expected.

Ability to analyze complex technical issues, formulate timelines based on provided information.

Excellent communication skills, both written and verbal.

Ability to work effectively in a team environment.

Identify and proactively address potential issues before they become problems.