Problem Management Specialist

VON Consulting is an HR Consultancy company, providing solutions and services in the following areas: recruitment and executive search, personnel leasing, payroll, administration and training.

 Experience in facilitating complex meetings within IT environment
 ITIL process experience (Problem Management, Change Management, Incident Management)
 Utilization of ticketing tools (BMC Remedy preferred)
 ITIL foundation certificate (or excellent knowledge foundation of ITIL V3 or V4)
 Good overview knowledge in Applications or Infrastructure Services (Software, OS, hardware, network) – technical experience preferred
 Experience in communicating with customers (internal or external)
 Root cause identification techniques
 Able to adapt to a dynamic IT environment with orientation towards continuous services improvement

 Manage problem records, related to IT applications and systems, in the ticketing database, creates, maintains, verifies and improves the known error database.
 Analyzes the technical and process issues encountered in the Incidents and Identifies the technical and process teams that need to be involved in the problem analysis and resolution
 Drives technical improvements through operational teams, facilitating complex investigations and post diagnosis meetings
 Creates reports to measure the key performance indicators (KPIs) in regards to problem management and quality of IT applications and systems; analyze reports and statistics to determine the proactive measures required (proactive problem management)
 Initiates continuous measures to improve the problem management process and ensures that the process is implemented and executed by all process stakeholders involved; documents working instructions and guidelines. Guarantees SOX compliance
 Identifies, documents and communicates the Problem Report with problem description, root cause analysis, technical solution for fixing and preventing future potential problems in IT applications or processes