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ITSM Problem Manager - 12 Months FTC

Job Summary: Please note this is a 12 months Full Time Contract role.

Western Offices and Studios by providing modern and efficient ITSM tooling and processes thereby supporting the delivery of innovative and creative entertainment.

To further increase our ITSM maturity and service offering, we are looking to introduce the Problem Management Practice.

This role will be responsible to successfully deliver a problem management process that is aligned to the organisational needs and to create the required governance structure.

Please note this is a 12 months Full Time Contract role.

During this time, we will be looking to introduce both proactive and reactive problem management within our global organisation.

The successful applicant for this role must have previous experience in delivering a similar type projects (from the initial design of the process to establishing and owning the process governance and continual service improvement).

This role will be aligned to the IT Service Management Team and will be supported by a Project Manager.

Requirements

Key Deliverables:

• Responsible for the design, requirement scoping, configuration (workflow design), testing, delivery and governance for the problem management process.
• Ensure the process is adapted to the needs of our organisation and aligned with the existing ITSM Processes.
• Responsible for establishing the Policy, Process and Procedures for Problem Management process in conjunction with other Process Owners.
• Support the Major Incident Management team in relation to Major Incident Review Process.
• Develop and conduct Problem Management training, tailored based on the specific group/role requirements.
• Maintain oversight and trend analysis, driving and improving overall process and compliance/adherence.
• Develop and execute an ITSM Problem Management process compliance audit framework.
• Design and implement Problem Management reporting to demonstrate process effectiveness and efficiency as well as to target continual improvement areas.
• In partnership with IT Project Management Office, leverage ITSM knowledge to facilitate regular reviews of operational readiness criteria to help ensure stability and supportability of all new or modified processes.
• Other ITSM responsibilities, as required.

Key Stakeholders:

IT Service Management Team, Major Incident Management Team, Project Management Office, IT Leadership

Knowledge & Experience:

Essential

• Experience of designing and managing ITSM toolsets and processes including but not limited to, Problem Management, Incident Management and Knowledge Management.
• Experience with multiple RCA Techniques and demonstrated ability to apply them in order to solve different problem types.
• Strong ITSM knowledge and ability to demonstrate and clearly articulate understanding of Process Management & Governance.
• Significant experience with systems analysis and design, business requirement definitions, data and process modeling, system workflow definition and implementation.
• Thrives in a fast paced, growing environment with minimum supervision while working well with others and participating as a team player.

Desirable:

• Project Management experience.
• Experience in a new ITSM solution implementation.
• UX Design
• Familiarity with Atlassian products
• IT operations experience to aid empathetic design and governance of ITSM processes
• Familiarity with Agile and Lean methodologies
• Familiarity with DevOps/SRE practices

Competencies, Skills & Attributes:

Essential:

• ITIL accreditation or equivalent
• Business Process Design & Modelling
• Strong organizational skills and ability to work successfully with many high priority demands
• Stakeholder Management, influencing and negotiation skills
• User engagement and requirements gathering
• Experience with producing and analysing reporting data & trends

Able to develop engaging education and training

Other:

• + 3 year of experience in Service Management
• Work experience in the gaming industry. (Desirable)

Closing date for applications: 04/12/20