United Software Group Inc.
Hello,
Contact JC: 58817
Job Title: Problem Manager
Location: New Jersey / New York
Bill rate: 60-72 USD/H
͏
Mandatory Skills: ITIL Problem Mgmt .
Career Band: B2/B3
Shift: 8/5 Rotational
Experience: 6+ years in Problem Management or Major Incident Management within IT Service Management
Key Responsibilities:
•
Provide Root Cause Analysis (RCA) document within 5 business days of incident resolution. •
Prioritize and schedule calls with technical teams to identify the root cause of issues. •
Update and maintain the Problem Field in Service-Now with data from RCA investigations. •
Manage Problem Tasks derived from investigations until closure. •
Ensure SLAs are met and root cause analysis is completed on time. •
Review monthly metrics (RCA submissions, CAPA closure, Problem Record closure) and achieve targets. •
Drive proactive Problem Management through incident trend analysis and action plan creation to reduce incidents. Key Skills and Competencies: •
6+ years of experience in Problem Management or Major Incident Management. •
Strong knowledge of ITIL – Problem Management and Major Incident Management processes. •
Excellent communication, critical thinking, and root cause analysis skills. •
Open to working in US shifts (ET hours). •
ITIL Foundation certified. •
Service-Now experience is a plus. Basic Technical Skills: •
Bachelor’s degree in Computer Science, Electronics, or a related field. •
Understanding of ITIL – Problem Management and Major Incident Management. •
Knowledge of platform services: Windows, Linux/Unix, Network, and Storage systems. •
Awareness of security and customer data protection. •
Strong decision-making and coaching skills. •
Fluent in English, both verbal and written. •
Analytical and problem-solving abilities, with the ability to multitask effectively. ͏
#J-18808-Ljbffr
Provide Root Cause Analysis (RCA) document within 5 business days of incident resolution. •
Prioritize and schedule calls with technical teams to identify the root cause of issues. •
Update and maintain the Problem Field in Service-Now with data from RCA investigations. •
Manage Problem Tasks derived from investigations until closure. •
Ensure SLAs are met and root cause analysis is completed on time. •
Review monthly metrics (RCA submissions, CAPA closure, Problem Record closure) and achieve targets. •
Drive proactive Problem Management through incident trend analysis and action plan creation to reduce incidents. Key Skills and Competencies: •
6+ years of experience in Problem Management or Major Incident Management. •
Strong knowledge of ITIL – Problem Management and Major Incident Management processes. •
Excellent communication, critical thinking, and root cause analysis skills. •
Open to working in US shifts (ET hours). •
ITIL Foundation certified. •
Service-Now experience is a plus. Basic Technical Skills: •
Bachelor’s degree in Computer Science, Electronics, or a related field. •
Understanding of ITIL – Problem Management and Major Incident Management. •
Knowledge of platform services: Windows, Linux/Unix, Network, and Storage systems. •
Awareness of security and customer data protection. •
Strong decision-making and coaching skills. •
Fluent in English, both verbal and written. •
Analytical and problem-solving abilities, with the ability to multitask effectively. ͏
#J-18808-Ljbffr