Problem Manager (ITIL)

TL;DR

Problem Manager (ITIL): Ownership and coordination of actions for IT problems, focusing on root cause analysis, identifying Known Errors, and driving improvement plans. Focus on developing and establishing Problem Management processes in ServiceNow, reviewing incident and change data for trends, and preventing recurrence of issues through permanent fixes.

Location: Onsite in the UK

Company

hirify.global is a UK-based £100M+ IT Services Consultancy that partners with central government departments and agencies to transform public sector operations.

What you will do

• Own and coordinate actions for all IT problems, acting as a single point of contact.
• Analyze root causes, identify Known Errors, and coordinate actions to fix errors.
• Review problem trends, plan, and drive service improvement plans.
• Develop and establish Problem Management processes and procedures in ServiceNow.
• Provide assistance and advice to Incident Management staff on best available workarounds.
• Drive all problems towards root cause identification and permanent fixes using innovative approaches.

Requirements

• Proven track record in a similar Problem Management role.
• Experience working in a high-pressured environment.
• ITIL Foundation Certificate (minimum).
• Experience with SLA reporting, Key Performance Indicators, Dashboard reporting, and Trend Analysis.
• Supplier management experience.
• Experience in case management toolsets, preferably ServiceNow.

Nice to have

• ITIL Service Operations Lifecycle module.
• Excellent working knowledge of Microsoft Office, particularly Excel.

Culture & Benefits

• Autonomy to develop and grow skills and experience.
• Be part of exciting project work that makes a difference in society.
• A supportive and collaborative environment.
• Access to LinkedIn Learning and a management development programme.
• 24/7 Confidential employee assistance programme.
• 25 days annual leave.
• Private Medical Insurance (non-contributory, includes spouse and dependants).
• Worldwide Travel Insurance (non-contributory, includes spouse and dependants).