Problem Manager, Communicator, Analytics, Problem Solving, Extensive experience with Problem Management and Incident Management Experience as a user of the ServiceNow platform

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Problem Manager, Communicator, Analytics, Problem Solving, Extensive experience with Problem Management and Incident Management Experience as a user of the ServiceNow platform

The target pay rate ranges between $55 - $58 Per Hour on W2

Additional Information

• Position is hybrid - Onsite in office (Tuesday, Wednesday, Thursday)
• Candidates must live within 50 miles of a OneMain office near Irving TX, Evansville IN, or Charlotte NC
• Top 3 Skills: Communicator, Analytics, Problem Solving
• Possibility of conversion to FTE

Mandatory Skills:

The Problem Manager position will report into the Operational Excellence team.

This role will be responsible to drive processes for analyzing root cause of incidents, identifying corrective actions and tracking them to closure.

Responsibilities:

The resource will be assigned to a domain (which is a grouping of applications, for example: Digital apps) Ensure all closed incidents in this domain have a related problem ticket. (Focus more on P1, P2 & P3 incidents initially).

Schedule and facilitate a formal “PIR” (Post Incident Review) after the resolution of every significant incident (P1, P2, P3).

Invite all key participants from the incident response & resolution as applicable (L2, L3, Monitoring Analysts, Incident Commanders, Scribes, Infra, Network, Helpdesk, etc).

Conduct RCA within set SLA turnaround times Conduct extensive problem analysis with attention to detail for all problem tickets within the assigned domain.

Dig deeper and ask the 5 Whys.

Prioritize problem tickets linked to incidents in this order: P1s, P2s, P3s, P4s.

Assign action items and follow up with other teams to drive closure for: Resolving the underlying root cause with technology Addressing any process or training gaps Improving logging, monitoring & alerting so that we can detect a potential issue before it occurs, and/or diagnose & resolve it faster Addressing other areas that may have a similar problem.

Capturing any longer-term approaches Updating SOPs and other knowledge management articles Determine solution workarounds until all action items are closed Coordinate reporting of open problems, aging problems, recurring impact from problems, closed problems, etc. Include categorization, overall reporting and domain specific reporting.

Show trending.

Facilitate meetings with other teams to share the reporting and drive toward closure on all Problem tickets in this assigned domain.

Build out Knowledge Management. Write articles, manage articles, enable self service through knowledge.

Be Proactive: Identify problems based on trend analysis from past incidents (heavy hitters) & monitoring data.

Open problem tickets if they don’t already exist and follow through.

Desired Skills:

Bachelor’s degree in Computer Science, Information Technology, or Related field

Minimum experience of 2 years working in a Technology organization

Analytical mindset and ability to grasp complex topics

Understanding of application and infrastructure stacks and technologies

Excellent verbal and written communications

Intermediate experience with Microsoft Office (Visio, Excel, Word, PowerPoint, Outlook)

Ability to multi-task with multiple priorities

Proven ability to establish and maintain positive customer and team member relationships

Nice To Have: ITIL training certification

Extensive experience with Problem Management and Incident Management

Experience as a user of the ServiceNow platform

Thanks & Regards,

Jaish Watwani

Xoriant Corporation.