Problem Resolution Specialist

5 days ago

Darwin, Northern Territory, Australia beBeeProblemResolution Full time $99,999 - $124,999

About the Job

This is a key position in our organization, responsible for implementing and overseeing the Problem Management process across multiple client accounts.

The successful candidate will play a crucial part in minimizing the impact of Problems on business operations by systematically identifying, investigating, and resolving root causes of Incidents.

Working in a complex, multi-customer environment, this individual must be an analytical thinker with a strong understanding of ITIL practices, excellent coordination and communication skills, and a proactive approach to Problem-solving.

Responsibilities:

  • Lead and coordinate Problem investigations across client accounts.
  • Manage the full lifecycle of Problems from identification through to resolution and closure.
  • Facilitate Root Cause Analysis (RCA) and document findings in alignment with ITIL standards.
  • Ensure timely resolution of Problems and implementation of preventative actions.
  • Monitor and ensure the accuracy of all Problem Management tickets in accordance with established processes.
  • Analyze Incident trends to identify potential and recurring Problems.
  • Maintain and update Problem Management process and procedure documentation.
  • Gather data and generate operational reports on Problem trends and metrics.
  • Set and review ticket priority in consultation with Service Delivery and Service Centre Managers, taking client impact into account.
  • Adhere to and promote both Change and Problem Management processes.

Requirements:

  • Knowledge of Problem and Change management.
  • Knowledge of and/or experience working within an ITIL based environment.
  • Skilled at multitasking.
  • Articulate and methodical work practices.
  • High level of interpersonal and organizational skills.
  • Ability to work effectively within a team environment.
  • Ability to effectively build relationships and work collaboratively at all levels of the business.
  • Experience in the proficient use of Microsoft Office products, particularly Excel for data analysis and reporting purposes.

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