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Problem Manager

Posted 7 March by Sopra Steria Easy Apply Ended

Problem Manager

Salary: £27000 - £29000 + 5% Flexible Benefits Package

Location: Warrington

Role overview

Working as part of a team of Problem Managers and Analysts across a range of contracts, the candidate will be responsible for delivering investigative and analysis capability with a strong proactive emphasis. The Problem Managers objective will be to improve the service offered to our clients through trend analysis, root cause analysis and implementing preventative actions. Furthermore the candidate will support the Knowledge Management process by identifying potential advice & guidance opportunities for our clients.

The right candidate will work with a minimum of supervision, demonstrating a systematic, disciplined and analytical approach, working within established SLA’s processes, procedures and guidance, to provide a range of support services to an agreed standard or specification.

Key responsibilities

  • Manage and take ownership of all problems and known errors

  • Raise problem records based on proactive trend analysis and make recommendations for enhancements to processes and procedures

  • Analyse incidents to determine any trends or potential knowledge management articles and engage relevant parties where necessary

  • Investigate problems, according to impact, through to resolution or error identification. Update the problem with all progress that occurs, including any actions to correct problems

  • Assist with the handling of Major Incident and identifying the root cause and preventative actions

  • Review all problems and known errors to ensure that they have met their objectives

  • Monitor and audit the process, using qualitative and quantitative Key Performance Indicators

  • Schedule and attend meetings according to the process and Governance Structure

  • Identify any areas of difficulty or areas for improvement providing a quality service to the customer

  • Review the processes and make recommendations for improvements

Essential skills/Experience:

  • Knowledge of ITIL service management processes and practices

  • Knowledge of Problem Management, Knowledge Management and Incident Management Processes

  • Recognised ITIL Foundation

  • Experience and knowledge of MS office packages (at intermediate / advanced level).

  • Experience of working on a helpdesk in an IT environment

  • Computer Sciences Certificate or equivalent

Desirable skills

  • Microsoft MCP qualified or equivalent.

  • Experience within service level agreements

  • The candidate will ideally have good working knowledge of the latest developments and future strategy for their area, and an awareness of its application within past and present Sopra Steria engagements.

  • Good working knowledge and experience of associated service management tools, techniques and methods within their area

  • Demonstrable experience of working as a Problem Manager on small to medium service management environments

  • Knowledge or awareness of Kepner Tregoe Problem and Root Cause analysis techniques

About us

Sopra Steria, European leader in digital transformation, provides one of the most comprehensive portfolios of end to end service offerings in the market: Consulting, Systems Integration, Software Development and Business Process Services. Sopra Steria is trusted by leading private and public organisations to deliver successful transformation programmes that address their most complex and critical business challenges.

Sopra Steria is committed to establishing and maintaining a working environment which is free from discrimination and which values all employees as individuals. All employees and prospective employees are selected, recruited, trained and promoted solely on the basis of their skills and behaviour.

Find out more

Visit the Sopra Steria website and Sopra Steria LinkedIn company page

Reference: 34630823

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