Role: Problem Manager
Duration: 6 Months CTH
Location: Dallas, TX (Onsite role, candidate must be local)
Problem Management
- Identify and analyze recurring incidents to detect underlying problems.
- Conduct detailed investigations and root cause analysis (RCA) to determine the origin of problems.
- Utilize problem management tools and techniques to track and manage problems.
- Develop and implement solutions or workarounds to mitigate or resolve problems.
- Collaborate with technical teams, developers, and other relevant stakeholders to facilitate problem resolution.
- Ensure that problems are resolved effectively and within the agreed-upon timelines.
- Document problem records, including root cause analysis, resolution steps, and lessons learned.
- Prepare and present reports on problem management activities, including trends, performance metrics, and improvement opportunities.
- Maintain accurate and up-to-date records in problem management systems.
- Identify opportunities for process improvements in problem management practices.
- Participate in post-incident reviews and contribute to the development of preventive measures.
- Facilitate knowledge sharing and promote best practices across the organization.
- Communicate effectively with stakeholders, including incident managers, service desk staff, and business users, to keep them informed about problem status and resolution progress.
- Provide guidance and support to teams involved in problem resolution.
- Ensure that problem management activities adhere to organizational policies, standards, and best practices.
- Stay informed about industry trends and emerging technologies related to problem management.
Knowledge Management
- Manage and maintain knowledge management systems and tools, ensuring they are up-to-date and user-friendly.
- Monitor system performance and user feedback to continuously improve the effectiveness of knowledge management solutions.
- Create, review, and update Known Error content, including manuals, guides, and FAQs.
- Ensure that content is accurate, relevant, and accessible to users.
- Develop metrics and KPIs to measure the effectiveness of knowledge management initiatives.
- Analyze performance data and feedback to identify areas for improvement and implement changes as needed.
- Collaborate with key stakeholders, including management, subject matter experts, and end-users, to understand knowledge needs and requirements.
- Provide guidance and support to teams on best practices for knowledge management.
Change Management
- Ensure that ITSM solutions adhere to best practices, security standards, and governance policies.
- Conduct unit testing and support user acceptance testing (UAT).
- Implementing a strategy to support adoption of the change management techniques within the business
- Stay current with ServiceNow updates, new features, and industry best practices.
- Creating change management plans for projects or change initiatives acknowledging all aspects of change - analysis, plan, implementation, communication and other associated change considerations.
- Developing change management processes and tools to support the integration and engagement with change management principles.
- Preparing impact analyses and evaluation of the actual impact of changes
- Analyzing and preparing risk mitigation tactic and processes
- Close collaboration with the Projects/Service Managers, technical support, ISAs and vendor groups and to integrate change management activities into the existing project plans
- Managing the input and output of the change management reporting systems for projects
- Capturing data and defining and measuring success metrics
- Identifying opportunities and providing expertise to build resilience to change across the organization
- Proven in depth change management experience using a variety of change management methodologies
- Managing risks and resolving challenges that impact change scope, quality, and schedules.
- Planning change windows and cycles across portfolios, components
- Managing relationships working on interrelated processes
- Managing, planning, and negotiating change activities
- Managing the development of deliverables into production environments
- Deployment management of deliverables to the test environment particularly guaranteeing that the external dependent items are available during the test runtime
Major Incident Management
- Leveraging technology to issue all communications and providing key stakeholder management
- Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
- Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
- Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution
- Being accountable for resolving the outage via workaround or permanent fix
- Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
- Supporting and nurturing process improvements and knowledge base improvements
- Continually maintaining and developing tools and resources to manage major incidents effectively
- Providing periodic major incident metrics reports
- Participate in weekly/Monthly on-call rotation
- Respond timely to messages from Service Desk to join the Crisis/High Priority Bridge
- Facilitate the Crisis/High Priority Bridge Line
- Work with the Application/Service Owner or Crisis Coordinator to gather current details and craft messages for updates
- Manage communication during the lifecycle of the Crisis (see Communication Guidelines)
- Post update messages to the IT Status Page
- Text update messages to pre-determined group lists
- Ensure timely communication to the community
- Filter distractions that would hinder or slow down the efforts of the troubleshooting team
- Consult with Executive Leadership (CIO/DCIOs) for decision guidance, as necessary
- Resolve Major Incident record
- Inform Service Desk and community when resolution is implemented and service is restored
Must Have Skills
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Proficiency in problem management tools and systems.
- Ability to work collaboratively in a fast-paced environment.
- Knowledge of ITIL or other IT service management frameworks.
