Incident/Problem Manager - Randstad USA
Irving, TX 75062
About the Job
Job Summary:
The IT Problem Management Specialist plays a critical role in identifying, analyzing, and resolving
recurring incidents within the IT environment. This role focuses on minimizing customer impact and
reducing the volume of support requests by addressing the root causes of incidents and preventing their
recurrence. The IT Problem Management Specialist collaborates with product owners, support partners,
and other key stakeholders to drive efficient problem resolution and ensure continuous improvement in
service delivery.
? Key Responsibilities:
o Incident Analysis:
o Analyze incident records to identify patterns, trends, and root causes of recurring issues.
o Conduct detailed investigations of major incidents to identify underlying problems and
areas for improvement.
? Problem Resolution:
o Work closely with product owners and support partners to develop and implement
solutions to recurring problems.
o Coordinate with various IT teams to ensure that permanent fixes are implemented and
verified.
? Collaboration and Communication:
o Facilitate meetings with product owners, support partners, and other stakeholders to
discuss problem management activities and progress.
o Communicate effectively with IT teams and stakeholders to ensure alignment and
understanding of problem management processes and goals.
? Documentation and Reporting:
o Maintain detailed records of problem investigations, resolutions, and known errors.
o Generate regular reports on problem management activities, including metrics on
incident reduction, root cause analysis, and problem resolution times.
? Continuous Improvement:
o Identify opportunities to improve the problem management process, tools, and
methodologies.
o Develop and implement strategies to proactively identify and address potential
problems before they impact customers.
? Customer Impact Reduction:
o Focus on minimizing customer impact by reducing the frequency and severity of
incidents.
o Work towards reducing the volume of calls and chats by addressing the root causes of
incidents.
? Knowledge Management:
o Contribute to the creation and maintenance of knowledge base articles to support the IT
service desk and endusers.
o Share lessons learned from problem management activities with the broader IT team.
Job Requirements:
Education and Experience:
Bachelor's degree in Information Technology, Computer Science, or a related field.
3-5 years of experience in IT problem management, incident management, or a similar role.
Experience working in a service desk environment is highly desirable.
Technical Skills:
strong analytical skills with the ability to identify patterns and trends in incident data.
Proficiency in ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.
Knowledge of ITIL processes, with ITIL Foundation certification preferred.
Soft Skills:
Excellent communication and interpersonal skills, with the ability to collaborate effectively with
diverse teams.
strong problem solving abilities with a focus on finding long term solutions.
Ability to manage multiple priorities and work under pressure in a fast paced environment.
Additional Requirements:
strong understanding of IT infrastructure, applications, and related technologies.
Experience in root cause analysis and the ability to drive corrective actions.
Demonstrated ability to reduce incident volume and improve service levels through effective problem
management practices.
Preferred Qualifications:
ITIL Practitioner or Intermediate certification.
Experience in a largescale IT environment.
Familiarity with Agile and DevOps methodologies.
Working Conditions:
Fulltime position with occasional on call responsibilities as required.
May involve working outside regular business hours to resolve critical issues.
This job description outlines the essential duties and requirements of the IT Problem Management
Specialist role. The role requires a proactive approach to problem solving, strong collaboration skills, and
a commitment to minimizing customer impact through effective problem management.
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