Design solutions to drive safe living and quality of life
As Process Owner and Senior IT Analyst - Problem Management and Analytics, you will be responsible for leading a global team focused on root cause analysis, incident prevention and analytics, as well analyzing and leading the permanent solution of technical, functional and process issues, conducting root cause analysis calls, and providing incident prevention solutions.
You will design, implement, and maintain efficient IT systems, Management Operating Systems, Reports, and Dashboards using ServiceNow and other tools. You will work closely with Service Owners and other stakeholders to ensure incident volume reduction strategies are executed and monitored towards completion.
To be successful in this role, you should have strong analytical, communication and problem-solving skills, as well as extensive knowledge of ITIL processes, ServiceNow reports and dashboards, and performance analytics. You should also be able to manage multiple projects and prioritize user requirements.
Key Responsibilities
- Communicate with stakeholders to understand their requirements and expectations
- Analyze trends and data to apply proactive problem management using root cause analysis methods
- Conduct root cause analysis calls mainly for high priority and critical incidents within the organization, as well for lower priorities as needed
- Perform trend analysis and identify corrective actions and preventive measures
- Design, implement and maintain efficient IT systems and reports using ServiceNow and other tools
- Provide advice and technical training to end users and other staff
- Monitor and evaluate system performance and quality of service
- Keep abreast of technology trends and developments
YOU MUST HAVE
- Bachelor's degree in computer science,
information systems, or related field
- At least 5 years of experience in IT service management, problem management, and root cause analysis
- At least 2 years of experience in ServiceNow platform
- Experience in ServiceNow reports, dashboards, and performance analytics
- Experience in project management and ITIL processes
- Able to work well in a fast-paced environment and deliver high-quality results within tight deadlines.
- Excellent communication, presentation, collaboration, and leadership skills
- Ability to work independently and as part of a team
- Demonstrated ability to perform and lead root cause analysis calls, work on metrics and incident prevention, and document and report issues and resolutions
- Leadership and management skills, such as setting goals, delegating tasks, and providing feedback
- Communication and collaboration skills, such as facilitating meetings, resolving conflicts, and building rapport with stakeholders
- Coaching and mentoring skills, such as conducting 1:1s, having performance reviews, and supporting the professional development of your team members
- Strategic and visionary skills, such as aligning your team's work with the organization's vision, mission, and values, and identifying opportunities for improvement and innovation
WE VALUE
- Certification in ITIL, ServiceNow or other relevant areas
- Creativity and innovation skills
- Advanced problem-solving, analytical, and troubleshooting skills
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