Problem Manager

Contract type: Permanent
Location: Auckland, Auckland, Auckland
Specialisation: Support & Service Desk
Date: 2021-09-07
Salary: NZD0 - NZD95000 per annum
Reference: JO-2109-18502
Contact name: Jim Coates
Contact email:

Job description

About the company
We are currently working with a large enterprise who have the responsibility of servicing much of the Auckland region. This technology team is vast with many opportunities for growth with internal movements all the time to upskill peoples careers. This current role sits within the Service Improvement Team which has the responsibility of managing, delivering  and supporting the Service Management practices utilising best practice frameworks such as ITIL.
About the role
This opportunity is to the lead the Service Management process of Problem Management within ICT based on business priorities.
Some key responsibilities in the role will include:
  • Managing the operation and delivery of the Problem Management Practice.
  • Conducting technical multi team brainstorming sessions to determine cause, workarounds and fixes ensuring that results are documented
  • Manage identified problem actions, share cause and known errors and other lessons learned.
  • Produce reporting to show the effectiveness of the Problem Management process for management and trending purposes
  • Manage/coordinate implementation of corrective actions
  • Ensure there is active knowledge sharing across all engaged parties and that the appropriate repositories have been updated (Knowledgebase and ServiceNow)
  • Prioritize problems from a business perspective working with teams when adding problems to the backlog
  • Engage with ICT Teams to ensure problem management best practices are understood and being followed by all involved
  • Develop materials for communications and training and conduct training or improvement sessions
Key requirements to be successful in this role include:
  • Previous experience in a Problem Management environment with a strong background in IT.
  • An ITIL or similar certification along with an understanding of ServiceNow or Helpdesk platform will contribute to success in this role.
  • Excellent analytical, documentation and customer service skills are key
If this sounds like a role for you then click apply today! If you want to find out more then call Jim Coates on 0223071854.


Jim Coates
Jim Coates

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