Problem Management Analyst (GTA, Ontario)

[diana]

The successful incumbent will join a team of highly dedicated professionals that use their technical expertise to analyze problems, identify root cause solutions, and implement a systematic approach to put into action permanent solutions.

KEY ROLE:
- Complete Problem Management analysis and investigate how to maintain and improve Service Levels/Commitments
- Use a planned approach to implement permanent solutions; with the proven ability to find the root cause(s)
- Complete monthly and ad hoc Problem Management reports for internal and external groups
- Use strong analytical skills to collect and gather pertinent data, in order to install creative technical solutions

RESPONSIBILITIES:
- Support of production platforms by the timely resolution of unusual system and communication problems which involve conducting problem determination, analysis, ownership, identifies root cause, research and selection of solutions
- Responsible to review and enhance the existing Problem Management processes, working closely with our Call Centre, Change Management, and other Delivery teams
- Comprehend and integrate best practices methodologies into the Problem Management framework - Ensure all factors of installation, testing, delivery and deployment are completed for eliminating re-occurring incidents
- Reviews user requirements and strategies and ensures that the conceptual design and technology solutions are supported and managed within the operations environment
- Monitor areas where technical or business risk may need to be escalated for specialist or management notification
- Determine problem trends by analyzing data from Incident management

REQUIRED WORK EXPERIENCE:
- 3-5 years within an IT Operations Environment
- Familiar with multiple platforms of MVS, Midrange-UNIX, AS/400, UNIX, Intel
- Working knowledge of Networking protocols would be a welcome asset
- Candidates with practical work experience (5-7 years) performing technical support would be considered

REQUIRED EDUCATION:
- ITIL certification

TECHNICAL SKILLS:
- Expertise in Crystal queries/reporting,Action Request Remedy, MS Project
- Familiarity with ITIL Problem and Change Management practices
- Presentation skills

SOFT SKILLS:
- Excellent oral and written communication skills is a must
- Ability to draw logical conclusions from technical input and develop implementation plans is required - Must be able to perform under client and internal time-line driven deadlines
- Ability to get along with people and draw information from technical resources
- Ability to extrapolate relevant information and analyze data from teams as needed


OTHER REQUIREMENTS:
- Travel to client locations may be required
- Will be required to work some Canadian Statutory holidays as required
- Some overtime may be required, on occasion

Please cut and paste link below to apply directly on-line:

clients.njoyn.com/cgi/xweb/xweb.asp?clid=21001&page=jobdetails&jobid=J0805-0152