IT Problem Management Specialist

Outstanding long-term contract opportunity! A well-known Financial Services Company is looking for a IT Problem Management Specialist in Irving, TX (Hybrid).

Work with the brightest minds at one of the largest financial institutions in the world. This is long-term contract opportunity that includes a competitive benefit package! Our client has been around for over 150 years and is continuously innovating in today's digital age.

If you want to work for a company that is not only a household name, but also truly cares about satisfying customers' financial needs and helping people succeed financially, apply today.

Contract Duration : 12 Months

Required Skills & Experience

2+ years of Business Systems Data experience, or equivalent demonstrated through one or a combination of the following : work or consulting experience, training, military experience, education.

What You Will Be Doing

• Play a critical role in identifying, analyzing, and resolving recurring incidents within the IT environment.
• This role focuses on minimizing customer impact and reducing the volume of support requests by addressing the root causes of incidents and preventing their recurrence.
• Collaborates with product owners, support partners, and other key stakeholders to drive efficient problem resolution and ensure continuous improvement in service delivery.
• Incident Analysis :
• Analyze incident records to identify patterns, trends, and root causes of recurring issues
• Conduct detailed investigations of major incidents to identify underlying problems and areas for improvement.
• Problem Resolution :
• Work closely with product owners and support partners to develop and implement solutions to recurring problems.
• Coordinate with various IT teams to ensure that permanent fixes are implemented and verified.
• Collaboration and Communication :
• Facilitate meetings with product owners, support partners, and other stakeholders to discuss problem management activities and progress.
• Communicate effectively with IT teams and stakeholders to ensure alignment and understanding of problem management processes and goals.
• Documentation and Reporting :
• Maintain detailed records of problem investigations, resolutions, and known errors
• Generate regular reports on problem management activities, including metrics on incident reduction, root cause analysis, and problem resolution times.
• Continuous Improvement :
• Identify opportunities to improve the problem management process, tools, and methodologies.
• Develop and implement strategies to proactively identify and address potential problems before they impact customers
• Customer Impact Reduction :
• Focus on minimizing customer impact by reducing the frequency and severity of incidents.
• Work towards reducing the volume of calls and chats by addressing the root causes of incidents.
• Knowledge Management :
• Contribute to the creation and maintenance of knowledge base articles to support the IT service desk and end user.
• Share lessons learned from problem management activities with the broader IT team.
11 days ago