Job Application

Job Description

Position Overview: We are seeking an experienced ITIL Problem Management Specialist to join our IT Service Management team. The successful candidate will be responsible for managing the lifecycle of all problems, ensuring the root cause analysis and resolution of incidents to prevent recurrence. This role involves proactive problem identification, analysis, and management in accordance with ITIL best practices.

Key Responsibilities:

1. Problem Identification and Recording:
• Identify problems through trend analysis of incident data.
• Record and classify problems, ensuring accurate documentation of all relevant information.
2. Root Cause Analysis:
• Perform detailed root cause analysis (RCA) to determine the underlying cause of incidents.
• Utilize various problem-solving techniques, such as brainstorming, fishbone diagrams, and the Five Whys.
3. Problem Resolution and Prevention:
• Develop and implement action plans to resolve problems and prevent recurrence.
• Collaborate with other IT teams and stakeholders to ensure effective implementation of solutions.
4. Problem Monitoring and Reporting:
• Monitor the progress of problem resolution activities and ensure they are completed within agreed timelines.
• Generate and distribute problem management reports, providing insights and recommendations for continuous improvement.
5. Knowledge Management:
• Ensure that problem resolutions and workarounds are documented and shared in the knowledge base.
• Promote the use of knowledge management practices within the IT organization.
6. Continuous Improvement:
• Identify opportunities for improvement in the problem management process.
• Participate in post-incident reviews and contribute to the improvement of incident management processes.
7. Communication and Collaboration:
• Communicate problem status and resolution activities to stakeholders.
• Work closely with the Incident Management team to ensure seamless coordination between incident and problem management.
8. ITIL Compliance:
• Ensure problem management processes are aligned with ITIL best practices.
• Maintain a high level of compliance with organizational policies and procedures.