ITSM - Problem Management Consultant at The Brixton Group

Job Title: IT Service Management Consultant - Problem Management

Location: Atlanta/Raleigh/Charlotte

Duration: 12+ months Contract

Job Description:

(Incident/Change/Problem/Service Request/CMDB/Demand & Capacity)

• Minimum 7 years of relevant experience in ITIL Service Management best practices and support processes.
• The service management consultant will be accountable for service control and operations based on contractual obligations, industry standards, and best practices.
• This role works across service management deliverables like incident management, change management, asset and configuration management, problem management, capacity management, availability management, release & deployment, and continual service improvement.

Key Responsibilities:

• Ensure process compliance across different service management processes like incident Management, Change and Release Management, capacity management, availability management, CSI, problem management, asset, and configuration management.
• Overall process ownership by collaborating with all resolver teams to ensure service management process adherence like reduction in ticket hoping, ageing ticket analysis, etc.
• Working closely with client stakeholders to capture their expectations and ensure delivery centre teams deliver according to client and process expectations working closely with leadership.
• Accountable for managing client escalations in service management areas.
• Ownership of team schedules and rosters for service management process staffing.
• Ensure communication and ongoing updates through dashboards for infrastructure health and process compliance.
• Engage teams members across different platform and also cross training to ensure primary and secondary accountability.
• Conduct regular training/sessions for process updates or new hire orientations.
• Ensure quality of service management delivery by setting up daily/weekly checkpoint with operations team members for reviewing and tracking progress on incident, changes, service requests, problems, risks, audits, etc.
• Training needs identification and compliance to ensure competent staffing for service management areas.
• Document and review client engagement risk with internal and client stakeholders and track progress on remediation plans.
• Ensure client-agreed reports are created and published on agreed frequency with accurate information.

Knowledge and Skill Requirements:

• Strong ITIL understanding with relevant ITIL qualifications.
• Exposure to Infrastructure Operations Management.
• Coordination, negotiation, and persuasion skills.
• Ability to work with all levels of client and internal resources.
• Strong oral and written communication skills.
• Excellent interpersonal skills.
• Apply Client methodology, Client reusable assets, and previous work experience to deliver consistently high-quality work.
• Deliver written or oral status reports regularly.
• Stay educated on new and emerging market offerings that may be of interest to our clients.
• Adapt to existing methods and procedures to create possible alternative solutions to moderately complex problems.
• Understand the strategic direction set by senior management as it relates to team goals.
• Use considerable judgment to define solutions and seek guidance on complex problems.
• Primary upward interaction is with the direct supervisor. May interact with peers and/or management levels at a client and/or within the Client. Establish methods and procedures for new assignments with guidance.
• Manage teams and/or work efforts (if in an independent contributor role) at a client or within a Client.
• Organization skills.
• Strong drive to excel in client service and customer satisfaction.
• Strong understanding of Service Level Agreements and metrics.
• Flexible to working in shifts.
• Good interpersonal skills.

Qualifications:

• ITIL Foundation Certificate.
• ITIL Intermediate Certificate in one of the Life Cycle (preferred).

Education:

• A minimum of Bachelor's Degree or higher although relevant experience will be considered.