Job Location : Jackson,MI, USA
GENERAL SUMMARY:
The ITSM Problem Management Analyst works closely with IT leaders to provide operational support for the Problem Management process by facilitating problem resolution activities across all Henry Ford Health (HFH) IT teams. The role will ensure a robust problem-solving process is deployed to ensure IT services are delivered to meet customer expectations. The ITSM Problem Management Analyst ensures that standardized methods and procedures are used for efficient and prompt handling of all problems in order to minimize the impact of problems upon service quality and consequently identifies opportunities to improve the day-to-day operations of the organization. Additionally, this role will provide operational support for one or more Information Technology Service Management (ITSM) processes; including incident, change, request, or any other processes assigned.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
* Oversees the day-to-day operation of the problem management process by facilitating problem and Root Cause Analysis (RCA) and record maintenance through to completion.
* Develops and maintains a Known Error Database (KEDB) leveraging the ServiceNow platform.
* Is responsible for coordinating problem resolution involving internal support groups, vendors, suppliers, customers, and other stakeholders as required.
* Conducts Root Cause Analysis/Post Implementation Review sessions for high visibility incidents and unsuccessful changes.
* Detects problems by identifying incident trends in the event management frameworks.
* Collaborates with other process owners to integrate Problem Management process with other ITIL/ITSM processes.
* Assist with the generation and maintenance of departmental work instructions and other documentation related to problem management outcomes.
* Escalates risks and issues to IT leadership to expedite problem resolution, as necessary.
* Supports Problem Management reporting (KPIs and SLAs).
* Assists IT Leaders and Process Owners in identifying and planning for Problem Management process improvement projects.
* Is responsible for the complete process adherence and handling of problems according to SLAs/OLAs.
* Is accountable for the delivery of Root Cause Analysis and problem resolution within given target duration.
* Ensures that necessary reports (e.g., RCA, Post Implementation Review, etc.) are shared with IT Leaders and other stakeholders.
* Ensures Problem Management KPIs are reported, and targets are met.
* Builds awareness of a Problem Management Processes across all IT teams and acts as a Problem Management Process Expert.
EDUCATION/EXPERIENCE REQUIRED:
* Bachelor's Degree in Information Technology, Management Engineering, Business, or related area.
* Five (5) years of direct work experience
* Three (3) years of direct work experience in a healthcare setting, preferred.
* ITIL V3 or V4 Foundation certification, preferred. ITIL Intermediate or Practitioner/Specialist certification (V3 or V4) preferred.
* Experience in a variety of IT and/or Service Management roles, such as Change/Incident/Problem Management or Project Management experience.
* Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3, TQM or ISO 9000:2000.
* Strong communication skills and comfortable interacting with multiple levels of an organization, including various levels of management.
* Proven ability to work independently and as a team member.
* Excellent ability to manage multiple competing priorities and flexibility to adjust to changing requirements, schedules, and priorities.
* Familiarity with service management tools (i.e., Service Now).
* High level of IT literacy - MS Office (Word, Excel, PowerPoint).
Additional Information
* Organization: Corporate Services
* Department: HFAH 3rd Party Apps
* Shift: Day Job
* Union Code: Not Applicable