Experience Inc. Jobs

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Position Overview: We are seeking a proactive and diligent Problem Coordinator to join our IT Service Management (ITSM) team. The Problem Coordinator will play a pivotal role in identifying, analyzing, and resolving recurring incidents and underlying problems within our IT infrastructure. This position requires strong analytical skills, superb communication abilities, and a passion for continuous improvement.

Key Responsibilities:

• Collaborate with multi-functional teams to identify and prioritize recurring incidents and problems within the IT infrastructure.

• Lead root cause analysis (RCA) investigations to identify underlying issues contributing to incidents and service disruptions.

• Develop and implement effective problem management processes and procedures to prevent recurrence of incidents.

• Coordinate with technical teams to implement permanent fixes and workarounds for identified problems.

• Track and monitor the progress of problem investigations and resolutions, ensuring timely updates and escalations as necessary.

• Analyze incident and problem data to identify trends and patterns, proactively identifying potential areas for improvement.

• Facilitate post-implementation reviews (PIRs) to validate the effectiveness of problem resolutions and find opportunities for process improvement.

• Act as an authority (SME) on problem management processes and standard methodologies, providing guidance and training to team members as needed.

Qualifications:

• Demonstrable experience in IT service management, with a focus on problem management and incident resolution.

• B2+ English Level. Fluent in English written and spoken.

• Solid understanding of ITIL framework and standard processes, particularly in the area of problem management.

• Experience with incident and problem management tools such as ServiceNow, Remedy, or JIRA (Preferably ServiceNow).

• Excellent analytical and problem-solving skills, with the ability to quickly identify root causes and develop effective solutions.

• Exceptional communication and interpersonal skills, with the ability to effectively collaborate with multi-functional teams.

• Diligent and organized, with the ability to manage multiple priorities in a fast-paced environment.

• ITIL Foundation certification (preferred).

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.