Senior Problem Manager at Experian

You're a seasoned IT professional with at least 5 years of experience as an ITIL Problem Manager, ideally within a large, complex organization. A Bachelor's Deg

Work type: remote

Location: Heredia

Type: Full-time

Summary

You're a seasoned IT professional with at least 5 years of experience as an ITIL Problem Manager, ideally within a large, complex organization. A Bachelor's Degree in Computer Science or a related field, or equivalent experience, is expected, along with ITIL v3/4 Foundations certification. **What makes it worth a look...** This fully remote Senior Problem Manager role is with Experian, a market leader known for its innovative consumer services. You'll be instrumental in maintaining and improving their world-class ITIL Problem Management process. **You might be a good fit if you...** * Have experience with ITSM tools like JIRA, Service Now, and Confluence. * Are skilled in driving root cause analysis (RCA) and post-mortems. * Can mentor engineering teams on Problem Management best practices. * Are comfortable developing metrics and KPIs for service improvement.

Job Description

## Job Description
Experian Consumer Services – Careers That Define “What’s the Next Big (Data) Thing” for Consumers?

What could be more exciting – personally and professionally – than being part of a “disruptive” business? Consider taking your career to the next level by joining the Leader that continues to disrupt the competition.  As the “disruptor” and market leader we pride ourselves on building new markets, leading the pack through continuous evolution and innovation. It’s a position Experian Consumer Services has enjoyed for more than a decade and we’re always looking for the talent that can help expand that lead.

These days, the “next big thing” is often “the next Big Data thing.” Experian Consumer Services (ECS) offers an opportunity to lead the charge in turning consumer data into something people use and value every single day. We live in a world where information is a means to improving lives and we challenge our team to do just that: improve lives with our products.

As the Senior Problem Manager, you will be the subject matter expert for our growing engineering teams.  Our ITIL Problem Management process is world class and has driven higher levels of service delivery across our Experian Consumer Services division for the past 4 years.  The primary responsibility of this role will be Problem Management (driving root cause analysis investigations) and some metrics reporting responsibilities.  This role requires advanced tactical planning and coordination along with a strategic outlook, leadership, problem solving, organization, and communication skills to be successful. 

What you’ll be doing:Senior Problem Manager will be responsible for the following activities:

• Learn and become the subject matter expert for the ECS IT Service Management processes:  Problem Management


• Become fluent in the Problem Management process and supporting documentation and tools


• Be able to effectively identify and manage risk to production environments associated with all Problem Management activities


• Be able to evaluate and make recommendations on improving the Problem Management process


• Mentor and guide engineering teams on Problem Management


• Be able to navigate and manage conflict with people, process, and technology


• Create and enforce policies, standards and supporting documentation


• Apply best practices in Service Management


• Collaborate within and outside of the Service Management organization at all levels to achieve goals and objectives


• Serve as a Problem Manager to drive these Problem Management activities:  problem identification, root cause analysis (RCA), post-mortems, Continual Service Improvement (CSI), corrective actions, and Problem Management reporting


• Develop and author robust external facing Root Cause Analysis (RCA) documents in a customer friendly and consumable manner


• Develop strong metrics and KPIs and how to display them and achieve goals


• Ensures documentation is accurate and up-to-date


• Ensures that the Service Levels are respected


• Strong communication skills by providing timely and frequent updates to ECS Service Management Group


• Demonstrates critical thinking capabilities and follows through with risk mitigation and open/pending tasks until they are fully completed


• Be the ITSM/ITIL Champion for Experian Consumer Services

• 5+ years of experience as an ITIL Problem Manager in a large matrixed organization 


• Demonstrated success of administering Problem Management and risk mitigation


• Experience with common ITSM tools including: JIRA, Service Now, and Confluence


• Strong understanding of ITIL Problem Management  


• Excellent coordination skills to manage complex IT technical investigations


• Organizational skills to be able to keep up and improve RCAs 


• ITIL v3/4 Foundations certified, prefer intermediate or advanced ITIL certifications


• Bachelor’s Degree in Computer Science or related field (or equivalent job experience)


• Excellent written and verbal communication skills and proficient in English

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