Experienced Problem Manager Wanted

6 days ago

Melbourne, Victoria, Australia beBeeProblem Full time $80,000 - $110,000

Job Overview

We are seeking a seasoned problem solver to cover maternity leave for a fixed-term contract of 4 months. The role manages the lifecycle of all in-scope problems from initial identification through investigation, root cause identification, and development of permanent corrective measures within agreed SLA timeframes in conjunction with delivering effective communications to relevant stakeholders and producing regular service reports.

Key Responsibilities:
  • Delivery of Problem Management Services to agreed Service Levels, aligned to ITIL framework standards.
  • Management of the problem lifecycle, from identification of a candidate through to removal/mitigation of the underlying error.
  • Coordination of operational groups to facilitate investigations and diagnosis of problem records.
  • Ensure proposed solutions are reviewed and approved by relevant stakeholders and are implemented according to Change Management processes.
  • Ongoing trend analysis facilitating the investigation of existing cases, reporting requirements, and proactive identification of new problem candidates.
  • Production of quality Problem Management reports consisting of statistical charts, tables, and clearly articulated analysis.
  • Facilitate and lead Problem Management meetings with customers and operational groups.
  • Communicate the status of Problem Management activities with customers, stakeholders, and relevant parties to agreed timelines.

Requirements And Experience:

  • Minimum 3-4 years in IT Service Support Management in the outsourcing industry. Problem Management experience preferable.
  • Strong understanding of ITIL processes; preferably with recognised certification.
  • Excellent verbal and written communication skills.
  • Knowledge of ITSM tools.
  • Analytical and problem-solving approach.
  • Proven experience with facilitating and leading meetings.
  • Demonstrate good reporting skills; written, analytical, and statistical.
  • Strong customer focused approach.
  • Must have a proactive mindset, and a can-do attitude.
  • Ability to prioritise workload.
  • Interact with all levels of staff including technical and management.
  • Excellent trend analysis and data manipulation capability.

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