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For Companies At a Glance
- Tasks: Own and coordinate problem management actions, driving improvements and solutions.
- Company: Join a forward-thinking company dedicated to making a societal impact.
- Benefits: Enjoy 25 days off, wellness support, and access to professional development resources.
- Why this job: Be part of exciting projects that drive real change while developing your skills.
- Qualifications: ITIL Foundation Certificate and experience with case management tools preferred.
- Other info: Collaborative environment with strong leadership and opportunities for career growth.
The predicted salary is between 28800 - 43200 £ per year.
Responsible for ownership and coordination of actions of all problems and act as a single point of contact for one or more problems. Proactive analysis to identify known errors and coordinate actions to fix the error. Review problem trends and planning and driving improvement. Identify problems, analyse and recommend service improvement plans with solutions from technical teams.
Responsibilities
- Own and coordinate actions for problems and act as a single point of contact for one or more problems.
- Analyse root cause, identify known error and coordinate actions to fix the error.
- Review problem trends, planning and driving the improvement plan.
- Proactively identify problems, analyse and recommend service improvement plans with possible solutions from technical teams.
- Develop and establish problem management processes and procedures in ServiceNow to meet requirements of existing services and agile development and deployment of new services.
- Establish points of contact for service problem management reporting utilising ITSM solutions.
- Establish the known error database (fed by live services problem management and defect management) and work with service transition to maintain it in line with development sprints and changing business requirements.
- Provide assistance and advice to incident management staff on the best available workaround for incidents related to problems and known errors.
- Review incident and change data to identify trends, and assign problems to suitable delivery or support owners.
- Provide advice and information to service managers, business product owners and other stakeholders to enable prioritisation of problem resolution with planned future development within sprints.
- Coordinate actions and drive analysis to establish root cause, workarounds, and development actions to remove errors through the agile development lifecycle.
- Stabilise problem management capability while mentoring permanent staff.
- Identify trends and potential problem sources by reviewing incident and problem analysis.
- Review the efficiency and effectiveness of the problem control process; monitor the effectiveness of error control and recommend improvements.
- Maintain inventory of problems under analysis and their progress and status; follow up issues with problem owners as needed.
- Produce problem management reports and management information; coordinate meetings to resolve problems.
- Prevent recurrence by identifying root cause and implementing fixes.
- Collaborate with internal technical teams, service management and external stakeholders such as customers and third parties.
- Drive all problems toward root cause identification and permanent fixes.
- Apply innovative approaches as problems are unique and may require different RCA techniques.
- Provide SME advice during service transition/acceptance into service of new services.
Qualifications
- ITIL Foundation Certificate (minimum) or Service Operations Lifecycle module (preferable).
- Experience of SLA reporting, key performance indicators, dashboard reporting and trend analysis.
- Supplier management experience.
- Experience in case management toolsets - preferably ServiceNow.
- Excellent working knowledge of Microsoft Office, particularly Excel.
- Proven experience communicating with a variety of stakeholders at different levels.
- Strong teamwork skills and ability to work without supervision.
- Strong interpersonal and communication and negotiation skills.
Benefits
- Autonomy to develop and grow your skills and experience.
- Be part of exciting project work that is making a difference in society.
- Strong, inspiring and thought-provoking leadership.
- A supportive and collaborative environment.
- Development access to LinkedIn Learning, a management development programme and training.
- Wellness 24/7 confidential employee assistance programme.
- Social events and charitable causes.
- Time off 25 days a year.
- Pension salary exchange scheme with 4% employer contribution and 5% employee contribution.
- Discretionary company bonus based on company and individual performance.
- Life assurance of 4 times base salary.
- Private medical insurance non-contributory (spouse and dependants included).
- Worldwide travel insurance non-contributory (spouse and dependants included).
Problem Manager - ITIL in City of Westminster employer: Methods
Contact Detail:
Methods Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Problem Manager - ITIL in City of Westminster
✨Tip Number 1
Network like a pro! Reach out to your connections in the ITIL space and let them know you're on the hunt for a Problem Manager role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by brushing up on your problem-solving skills. Think of real-life examples where you've identified root causes and implemented fixes. This will show potential employers that you can handle the responsibilities of the role.
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and career goals. Check out our website for openings that match your skills, especially in Problem Management. We want to see you thrive!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Mention something specific from your conversation to remind them why you’re the perfect fit for the role.
We think you need these skills to ace Problem Manager - ITIL in City of Westminster
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with ITIL and problem management. We want to see how your skills align with the responsibilities listed in the job description, so don’t hold back!
Showcase Your Analytical Skills: Since the role involves a lot of analysis and root cause identification, include examples of how you've tackled similar challenges in the past. We love seeing real-life scenarios where you’ve made a difference!
Be Clear and Concise: When writing your application, keep it straightforward. Use bullet points for key achievements and avoid jargon unless it’s relevant. We appreciate clarity and want to understand your experience quickly.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Methods
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge, especially the Problem Management processes. Be ready to discuss how you've applied these principles in past roles and how they can be beneficial in this position.
✨Showcase Your Analytical Skills
Prepare examples of how you've identified root causes and implemented solutions in previous jobs. Use specific metrics or outcomes to demonstrate your impact, as this will show your analytical prowess and problem-solving abilities.
✨Familiarise Yourself with ServiceNow
Since experience with ServiceNow is preferred, take some time to understand its functionalities related to Problem Management. If you have prior experience, be ready to share specific instances where you used it effectively.
✨Engage with Stakeholders
Think about how you've communicated with various stakeholders in the past. Prepare to discuss your approach to collaboration and how you’ve managed expectations, as this role requires strong interpersonal skills.
