Position: ITSM process Lead
Location: Chicago, IL*Day 1 Onsite
JD
Key responsibilities
Problem lifecycle management: Oversee the entire problem lifecycle, from identification and analysis to resolution and closure.
Root cause analysis: Lead the process of identifying the underlying causes of incidents to prevent them from happening again.
Proactive problem management: Identify trends in incidents to proactively address potential issues before they impact users.
Stakeholder communication: Inform stakeholders about problem status, resolution plans, and potential risks.
Reporting: Develop and deliver reports on problem management activities and metrics to management.
Continuous improvement: Regularly review processes and performance to identify opportunities for improvement in the problem management function.
Process Management: Implement and manage ITIL-based practices, focusing on key processes like incident, problem, change, and release management.
Stakeholder Coordination: Work with IT and business stakeholders to enhance service delivery and manage relationships.
Performance Monitoring: Track service performance against key performance indicators (KPIs) and report on metrics to identify areas for improvement.
Incident leadership: Declare incidents, assemble response teams, and lead the "bridge" or conference calls to drive resolution.
Coordination: Coordinate and provide direction to various IT support groups, such as server, network, database, and application teams.
Communication: Provide clear, concise, and timely updates to senior management, stakeholders, and customers, both during and after the incident.
Issue Resolution: Address and resolve process-related issues and bottlenecks.
