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ITIL :: View topic - Incident/ Problem Manager ITIL Focus
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Incident/ Problem Manager ITIL Focus

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PostPosted: Wed Aug 31, 2005 5:01 am    Post subject: Incident/ Problem Manager ITIL Focus Reply with quote

You must send resumes to to be considered for this position*

Monitors/Administers Incident and Problem
Management procedures to ensure that they are
properly executed. Works with IT team leaders to
ensure that incidents are proactively reviewed
and monitored for trends and related where
appropriate, and that incidents are properly
assigned and/or transferred to the correct
support group. Act as coordinator for high
priority Problems requiring multiple support
groups* involvement to resolve.

As Problem Manger, responsible for reviewing
Problem records for completeness, correct
categorization, and conducting RCA assessments
and recommending appropriate corrective actions.
Responsible for reviewing and managing know
errors and workarounds from creation (via
incident, problem, or RFC) to resolution and for
ensuring any necessary knowledge solutions
related to them are kept up to date. Works with
Release Manager to coordinate reviews of known
errors and workarounds with each major release
(or as deemed necessary).

Performs random/regular audits of the processes
(Incident, reactive and proactive problem
management), determines and implements corrective
actions. Create and administers processes to
facilitate continual process improvement and
evolution as relates to incident and problem
management. Provide necessary and timely metrics
and management reports to management.

Champion best practices as it relates to
Incident and Problem Management. Create
presentations/in-house training to educate IS
associates and managers on the new
Incident/Problem management procedures, including
the benefits of use and risks associated with
non-compliance. Provide Leadership in
implementing at an enterprise level. Oversee the
implementation, training, and rollout of an
integrated Incident/Problem Management toolset.
Act as business owner and SME of the toolset.

Act as main liaison the Service Desk to ensure
full integration of Incident and Problem
management processes within the chosen tool and
appropriate tie ins with Change and Configuration

Develop relationships with key people related
to systems technology, application development,
testing and support. Work to achieve ITIL Problem
Manager Practitioner certification, preferable
within one year of appointment to position Other
management and administrative duties as

Required Skills: (in order of priority)
Required Skills Years of Experience
1. Incident and Problem Management process
management or ownership 2+
2. ITIL Foundation certification or 2+ years
experience with ITIL 2+
3. Specific Knowledge of Incident and Problem
Management as defined by ITIL As process owner 1+
yearsor at least one project (as project
4. Experience with automation of Incident and
Problem Management processes (prefer USPSD) 1+
5. MS Office (project, work, excel, access, PowerPoint, Visio) 5+

Desired Skills: (in order of priority)
Desired Skills Years of Experience
1. Project Management skills 3+
2. Analysis and design, including process flows and use cases 3+
3. Technical writing 1+
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