Problem Management ITIL

About Inetum, Positive digital flow:

Inetum is an IT services company that provides digital services and solutions and a global group that helps companies and institutions to get the most out of digital flow. The Inetum group is committed towards all these players to innovate, continue to adapt and stay ahead. With its multi-expert profile, Inetum offers its clients a unique combination of proximity, a sectorial organization and solutions of industrial quality. Operating in more than 26 countries, the Group has nearly 27,000 employees and in 2020 generated revenues of €1,965 billion.

Inetum Romania is an important player in the IT services and solutions market in our country, with over 15 years of activity. It is a stable, growing and profitable company with over 500 employees who provides IT consulting services, infrastructure and software development assistance, digital services implementation and support.

In an Agile format, our teams work on cloud initiatives, application development, business intelligence, automation and digitalization projects that contribute to the profit and evolution of our clients. The diversity of our projects offers team members the opportunity for learning and growth. The company had a turnover of 20 million EURO in 2021.

Core competencies, knowledge and experience:
• Utilization of BMC Remedy / Other ticketing tool.
• Very good understanding of the ITIL environment, especially the Problem and Incident management processes.
• Coordination and moderating sessions with technical teams needed to solve problems / defects in applications and IT systems:
o identification and documentation of problems / defects root cause.
o creation of Problem Report, identifying and approving the technical solution to the problem.
o modification of applications and software solutions, IT systems that ensure correct operation.
• Problem Solving techniques.
• Experience in stakeholder management and operational escalations.
• Proactivity in identifying improvement opportunities and ability to track and conduct improvement programs.

Must have technical / professional qualifications:
• ITIL Foundation certification (or relevant experience).
• Good understanding of IT Infrastructure Services.
• Outstanding abilities in communicating with customers.
• Experience in working with/within at least one ITIL processes.
• MS Office (at least medium level) – MS Excel Advanced.

Language requirements:
• Fluency in English.

Typical outputs:
• Managing problem records according to problem management process (recording, modification, monitoring, closure) and communicates the Problem Report with problem description, root cause analysis, technical solution for fixing and preventing future potential problems in IT applications and systems.
• Key Performance Indicators report (KPIs) from BMC Remedy database using the query scripts .
• SOX Compliance, ensuring the maximum satisfaction for internal and external customers by proposing technical solutions and implementing corrective and preventive Documentation related to problem management (recommendations, work instructions, training material).

Responsible for the coordination of the ITIL Problem Management activities. Ensures the identification and coordination of Problem Tickets throughout their lifecycle and oversees the overall process activities.
Implements improvement programs and insures an outstanding stakeholder management within the process.

Key accountabilities and decision ownership:
• Oversees the Problem Coordination activities and ensures an outstanding communication with the stakeholders (problem coordinators – technical teams – customers).
• Manages and assists the core team of technical members by using the Problem Solving Techniques for identifying the root cause and solutions (hardware / software / process) and supports with the follow-up of the technical implementation and the results of the performed hardware/software/process changes.
• Creates / reviews the detailed Problem Reports.
• Creates reports to measure the key performance indicators (KPIs) and creates improvement plans on weekly basis.
• Initiates continuous measures to improve the problem management process and ensures that the process is implements and executed by all process actors involved, documents rules, workings instructions and guidelines.
• Guarantees SOX compliance.