ITSM - Problem Management Consultant at The Brixton Group
Atlanta, GA 30304
About the Job
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.