#9280
le for the effective oversight of root cause analysis-related activities. The role will manage and maintain a consistent level of service and best practices to achieve adherence to KPIs, SLAs, and CSFs.
This role will be responsible for regular Management and Executive level reporting, ensuring data accuracy, and can translate technical details to an executive audience.
Responsibilities & Deliverables:
Your deliverables as a Problem Manager will include, but are not limited to, the following:
Produce necessary reports and metrics for Senior Leadership analysis
Creation and facilitation of the weekly Major Problem Review
Responsible for measuring and reporting on KPIs and the Problem Management Process performance
Responsible for the Continual Improvement of the Problem Management Process
Providing governance and oversight of the end-to-end problem management process
Reporting on organizational performance relative to KPIs and SLAs
Driving problem management adoption across the organization
Participate in Service Improvement initiatives to drive a better customer experience
Overseeing and accountable for the adherence to the problem management policy and procedures
Audit readiness and compliance
Driving improved process integration, especially with Major Incident Management
Perform trend analysis to mitigate operational risk and unavailability
Testing and participating in the road map of the ITSM system
Assist with ServiceNow feature and functionality
Support Incident Management as needed
Required Skills and Experience: